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Default User for unkown customers

Kai Krause_lix3hm

I am facing the following problem. 

We have the requirement that 

Unknown customers should not be able to register in the portal.
However, these customers should be able to send an email, 
which should then be processed and a technical user should be used as the creator,
so that further processing in Jira Service Management is possible.

Actually this emails are only in the Log for the project mail address. 
An Workaround will be that when this happend an alert is sended, 


I haven't found a way to do this here or on the internet
.

Accepted answers

Pramodh M

Hi @Kai Krause

Welcome to the community 🙂

You could manage the permissions under customer permissions in project settings which allows you to restrict only customers can raise the request.

You should manually add the customers in your project who are present in your site.

Let me know if you have any queries

Thanks,

Pramodh

All comments

Pramodh M

Hi @Kai Krause

Welcome to the community 🙂

You could manage the permissions under customer permissions in project settings which allows you to restrict only customers can raise the request.

You should manually add the customers in your project who are present in your site.

Let me know if you have any queries

Thanks,

Pramodh

Kai Krause_lix3hm

Hi,

yes we have deactivated the automatic user registration.

Unfortunately, emails from non-registered customers are only briefly mentioned in the processor.log.

The e-mail has been read in the mailbox, no ticket has been generated, the customer does not receive a reply.

Practically, the request disappears, looked around and unread.

We search for an automatic solution to be informed about this situation, or a way to assign these emails to another valid user.

Automatic user creation is not possible because registration via the portal would then also be possible.

Kai

Brant Schroeder

@Kai Krause Since you have it set to only allow customers to raise a request in your service desk permissions customers not associated with that service desk will not have their request processed. The behavior is correct. There is no setting that allows the request to come through and be processed per your request above. With that being said I have seen individuals setup a separate email that forwards emails requests to the service desk. That email is registered as a customer so the emails go through. They are then reviewed and issues that are from legitimate customers are processed and updated by the agent and the customer is then added to the service desk, The customer would not receive any emails on the initial creation so an agent would need to manually send one by posting a comment.

Kai Krause_lix3hm

Thx. Not what we want , but a possible workaround .

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