Anonymous Service Desk Portal not working as expected - prompting 'sign up' or 'account exists...'

Question

Hi - we've got two Service Desk portals in separate Jira accounts.

One works as we'd like - it's anonymous and will allow any email address in the 'Email confirmation to' field.

If it's someone the Service Desk recognises as having a Jira or Service Desk account that will be linked in the ticket. (It will show the 'this user created the ticket while not logged in' message as expected).

I'm trying to setup a duplicate of this Portal on the second account. As far as I can tell the settings are the same in terms of allowing Anonymous ticket creation/sign up etc.

On the new portal I'm seeing two types of errors.

* Where no account exists the person is prompted 'Before you can send this request, sign up to continue'

This doesn't happen in the original portal. We'd also ideally just have a Service Desk account created for the people that log tickets - we don't want them to take a full Jira license as they won't need to access the system itself, just trade emails with us while we solve their issues.

The second error occurs when people have an existing Jira login in the new account:

* It gives an error of 'An account already exists for this email' which I'm assuming is a prompt to get them to login? On the old account it will just create them tickets without having to login.

I've been going through various documents and how tos but so far with no luck, would anyone have any suggestions please?

Thanks in advance!

Ste Wright · Answer

Hi Andrew,

No worries, glad you found the right resolution :)

Thanks for coming back to the Community to clarify the issue! This could help others who need this setup in future.

Ste

Andrew Maddison_kw93t7 · Answer

Ahh, OK, the behaviour was due to having 'Use approved domains to grant internal customers access to the help centre with Atlassian account' ticked.

Removing that allows people with @ourdomain to log tickets without being prompted to sign up!

Thanks for taking the time to reply, Jira Helpdesk just got there first!

Andrew.

Andrew Maddison_kw93t7 · Answer

Hi Stephen,

Thanks for getting back to us, I can 'break' the anonymous portal by changing those settings - ie. the form won't appear at all and you just see a login prompt so I'm guessing it's paying some attention.

Global settings are:

Project settings are:

Which gives us the portal:

If I try and put a ticket in with an email address @ourdomain.com it will prompt a sign up process to create a Jira account (which we don't want):

If I use a personal address or one that isn't associated with our account then it behaves as we'd expect and doesn't prompt an account creation sign up:

So the question is - how do we get it to behave the same (and not prompt a sign up) when we're using an @ourdomain.com email address? Thanks!