How to restrict customer from accessing other customers issue via shared email

Question

We have a company email that was linked to a customer but that was not supposed to happen as the email is used by all customers. The problem is, when a different organization raises an issue, the company receives the email notification meant for another company.

How can we solve this issue as it raises integrity issue between the organization and its customers?

Dave Rosenlund (Trundl) · Answer

Hi, @Margaret Lokonon Amodhing. Welcome to the community  👋

It sounds to me like your organization should devise a plan to thoughtfully deprecate the email address associated with this problem and start again with a new approach so that this does not happen again.

Maybe someone else will have a more clever idea, but I think that may have to happen internally where all relevant facts can be evaluated. Or maybe opening a support ticket with Atlassian will lead to a better solution.

Best of luck to you,

-dave

Fazila Ashraf · Answer

Hi @Margaret Lokonon Amodhing

Welcome to community!

Can you explain more on how the email is linked and shared?

Only the issue's customers who are request participants or reporter gets email alerted usually.

Do you have an automation or some other configuration that add a particular customer account as request participant?