JSM "Stay informed by notifications" email blocks customer replies for API-created customers

[Swayam Dheer]

Problem: Our backend creates JSM tickets via POST /rest/servicedeskapi/request with raiseOnBehalfOf for external customers (no Atlassian account). When the ticket is created, the customer receives a "Stay informed by notifications" email asking them to "Confirm email address to receive notifications" — sent from jira@taxcomplianceagent.atlassian.net.

Until the customer clicks "Confirm," they do not receive any subsequent notifications, including agent replies on their own ticket. This breaks our support workflow because most customers ignore the confirmation email (it looks like a generic Atlassian system email, not from our brand) and then never see our replies. Apart from this we have built our inhouse JSM service that uses REST APIs to create / retrieve tickets. We also have our custom UI. So i dont want user to go through the portal anyhow. How can i disable this mail? 

What we've already configured:

• Project → Customer notifications → "Customer invited" template: Disabled
• Project → Customer permissions → Channel access: Restricted
• Site admin → Customer access → "Don't allow customers to create their own accounts"
• Site admin → Email requests → Account creation: "No one can create new accounts"

[Marc -Devoteam- · Accepted solution]

HI @Swayam Dheer 

You can't as a request is made by an unknown customer (email address) an customer account is made.

The email address used is requested to confirm to receive notifications on the raised ticket (GDPR), until no confirmation is received no notifications will be sent to the customer, or you need to add then in the role "service desk customer" on the space access.

Other question, why use an ITSM tool with portal option to use API to create requests?

[Swayam Dheer]

Hi @Marc -Devoteam- 

Thank you for your response!

Replying to the question you asked, can I also create a normal space and configure specific fields, request types? if yes what template should I use to create the space.

[Marc -Devoteam-]

Hi @Swayam Dheer 

No this is not possible, if you require request type, you need a JSM space.

Normal spaces, don't have these optins