How to stop [email removed] added a new comment.

Jason Klein

Hi All, 

Recently we have been seeing our internal Atlassian email account started commenting on tickets which customers can see. 

This has resulted in a number of looping issues where our automation now updates the status of a ticket and right after the Atlassian account replies and the loop begins. 

How do I stop the Atlassian account from commenting on tickets? 

Anusha A

Hi Jason,

Could you please confirm whether the internal account you're referring to is listed as a portal-only customer or appears under User Management with a role in admin.atlassian.com?

If so, it’s not necessary for this account to have full access or be treated as a regular user. Simply revoking its access should resolve the issue.

Note: Deleting the account is not recommended. If someone adds this email as a request participant later, Jira will automatically recreate the account.

To revoke access:

• Go to the ⚙️ Cog icon > User Management > Users

• Search for the internal email you mentioned

• Click on the user’s name and uncheck “Has access to site”

• Also, revoke access from the portal-only customers section if applicable

After making these changes, please monitor to ensure no further email loops or related issues occur.

Regards,
Anusha A