New Email Users being added to Internal Access List

[Brad Brown]

Running into an issue where customers who email in for the first time are being added into the "Internal Access" portion with "-" set as their role instead of the Customers listing. This is causing us concerns as it's allowing users to see other Service Desk Projects than the customer facing one. Has anyone run into this?

Context:

JSD Cloud

Next Gen Project

[Petter Gonçalves]

Hello @Brad Brown

Welcome to Atlassian Community!

The incoming e-mail handler of Jira Service Desk can not create internal users (Agents) when creating new issues from the e-mail, however, the default E-mail handler of Jira Software application can add your user with internal licensed access to Jira. Allow me to explain it better:

There are two e-mail handlers for Jira Applications: One for Jira Service Desk and other for Jira Software.

1 - The Jira Service desk e-mail handler can only be configured to add new issue reporters as customers and is configured in a per-project base with a specific e-mail address for each project. That being said, these customers only have portal-only access in the application to Jira Service desk project and their access are defined under:

1 - Project settings > Permissions > check the Service Desk Customer - Portal Access role and which permissions it is added to.

2 - Project settings > Customer permissions > check which issues they can access

You can check more information about this feature in the following documentation:

Receive requests from an email address 

2 - The Jira Software e-mail handler is a global setting in Jira, where a single address can be applied to several projects. When users not added to your site try to create new issues using that handler, they can be either be added as internal users consuming a Jira license or the issue can be added with a different default reporter, depending on how your e-mail handler is configured.

You can check more information about this feature in the following documentation:

Creating issues and comments from email 

That being said, the e-mail handler you are currently using depends on the e-mail address the issues are being sent to. Please, take a look at the documentation links above and check which handler you are currently using, also checking which is the access that should be avoided from customers.

Let us know if you have any questions.