Use Jira Service Management without notifying users via Mail

[Mike]

I want to start using Jira Service Management to manage IT Tickets internally. However since some users are late adopters I want to just use it in the background for IT Support to handle tickets. Users will only create tickets via E-Mail how they were doing till now. So they won't be distracted. For us in the background we then manage the ticket within JSM. 

Also some users just ask questions while walking by (we all know this phenomenon). If the user has not created a ticket via mail yet I cannot create it on this specific user. Therefore I would have to create the user by hand. How can I ensure that the user won't get an invitation E-Mail but still can login by setting his password on the portal in a later stage?

-> I want the user also customer in the project but no E-Mail Notifications in this stage

[Christos Markoulatos -Relational-]

Hi @Mike Welcome!

For the email channel setup, the main thing to configure is your Customer Notifications. In your JSM project, go to Project Settings, then scroll down to the Notifications section in the left sidebar and click Customer Notifications. You will see a list of notification events with individual toggles. To go fully silent, disable all of them, including Request created, Public comment added, Request resolved, Request reopened, and Customer-visible status changed. This way your IT team can manage everything inside JSM while users continue emailing as they always have, completely unaware that tickets are being tracked in the background.

For the walk-up tickets scenario, the same Customer Notifications page has a dedicated "Customer invited" toggle at the very top of the list, listed under type Account. Disabling that toggle ensures that when you manually add a customer to the project, no invitation email is sent to them. When the user is eventually ready to access the portal, they can use the sign-up or forgot password flow on your portal to set their own credentials without you needing to trigger anything manually.

Hope this helps!