Is there a way to allow anonymous email create an issue WITHOUT allowing anonymous account creation?

[Marcos Cunha Lima]

Hi

Using Jira Service Desk 8.2 installed at my own server.

We have a small TI firm with some organizations with lots of users inside them. We don't have Jira Service Desk licenses for them so they can only raise issues through the portal or by email.

They (our customers) don't inform us (and we don't expect that neither)  when a new employee starts working or leave their organizations. So, sometimes, a new customer (which is not registered in our Service Desk Project) gets a problem and send an email to our support email.

To us, it's important to raise SD issues when those emails arrive and we've found out how this can be setup. The problem is that opening anonymous emails to raise issues force opening the portal to anyone create an account in SD. 

We don't want to allow anonymous account creation but we need that anonymous emails raise issues in SD.

Is that possible using Jira Service Desk?

[Olga Videc · Accepted solution]

Hello @Marcos Cunha Lima

You can achive this by enabling “do not send account verification email”

Project Settings - Customer notifications - Account verification 

BR, Olga

[Marcos Cunha Lima]

Hi Olga

I think this doesn't solve my problem as when I setup Customer Permission in Project Configuration to allow anyone send an email to service desk Jira set automatically the 

Portal Configuration to open registration of new Customers to anyone.

It does not have to do with account verification email (we don't send it anyway). 

[Olga Videc]

Hello Marcos

According to Atlassian documetation what you want to achieve is not possible.

Can customers create their own accounts?

• Yes. Project admins have the option to let customers create their own accounts.
• No. Customers can never create their own accounts. They can't send requests unless agents add them to the project.

Can customers access and send requests from the help center without logging in?

• Yes. Project admins can let customers view portals without logging in. Customers still log in to view their requests.
• No. If you picked No above, this one is set to a No.

https://confluence.atlassian.com/servicedeskcloud/global-customer-permissions-954239154.html

BR, Olga

[Marcos Cunha Lima]

Olga, OK thanks.