User creation is blocked.

[Mike]

I try to use Jira Service Management and before announcing it to the company I would like to test it IT internally to see if it suits our needs. However I still want to add customers already for us to still be able to see which user has an issue. Therefor I would like to add users manually as customer. However everytime I try to do so in a Jira Service Management project I get the following error message: 

"Cannot add customer accounts to Jira Service Management because this site only allows customer accounts in Customer Service Management."

However I can add a customer on the main level of Jira Service Management but then the user gets an invitation mail which I didn't want in the fist place. I could just disable all notifications to customers if needed but would be nice if I could enable access to specific projects.

I added our domain as an approved domain.

[Arkadiusz Wroblewski]

Hello @Mike 

This is about Customer Service Management account handling, not a broken project setting.

Because you added your company domain as an approved domain, Atlassian treats those users as Atlassian-account customers, not portal-only customers. That is why the invite/verification flow kicks in.

So this is expected behavior from the current setup, not a bug. If you want to change it, a site or org admin needs to review the approved-domain and customer access settings.

[Mike]

Thanks for your answer! This is very helpful.

So this means if I deactivate the approved domains it should work? How about random people accessing my project? I only want internal users to be able to create accounts e.g. and get access. Is this still possible?

[Arkadiusz Wroblewski]

@Mike 

"Cannot add customer accounts to Jira Service Management because this site only allows customer accounts in Customer Service Management."

In service management options there's an Setting which allow Sending Tickets without account. That's what you looking for.

Your Domain as approved Domain? That's fine, just change settings from any other Domain, that access Request won't turn directly into account or User.

Please Study this KB Article for better understanding:

https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/

[Mike]

thanks!

Seems like I want to mix up some things at this point. 

I want to start using Jira Service Management to document tickets. However I just want to start IT internally and create tickets for each incident etc. myself. Nonetheless I still want to correctly assign the user who has the issue for obvious reasons. As I understood I need to add the mail address of this user. 

My idea is to create users as customers since they don't need to work on any Atlassian product at all and only need to submit ticket via portal or mail in the future.

I already set up a Jira Service Management Project but I'm not sure if that's the right approach for my use case. Is it somehow possible to connect the Customer Service Portal tickets to the Jira Service Management? Somehow I'm very confused on how these two products should work together if they are even meant to work together...

[Arkadiusz Wroblewski]

@Mike 

Jira Service Management is the right product for this. The portal is already part of JSM, and requests created there go straight into your JSM project. 

For your project-level setup, go to Space/Project settings → Access → Customer permissions. That is where you control who can send requests through the portal, widget, and email for that project. For the project email itself, go to Channels → Email. 

The part causing the confusion is the approved domain setting. That is not configured inside the project. It sits at Settings → Products → Jira Service Management → Customer access. When that is enabled for your company domain, those users go down the Atlassian-account customer path instead of the simpler portal-only path.