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Jira Service Management Cloud – Restrict customers to a specific email domain

John Black

Is it possible to configure Jira Service Management Cloud so that only users with email addresses from a specific domain (our company domain) can be created or sign up as customers?

We’d like to prevent external email addresses from becoming customers.

We found a few previous posts and some documentation about this, but with the new navigation we can't find how to do it

Accepted answers

Raj Sehmi

Hi @John Black ,

Seems like you can do this in the admin settings for JSM, under customer access - there's options to set access for both internal customers (your company domain) or restrict to specific external domains. See screenshot below:

Screenshot 2026-01-14 at 11.23.58.png

Hope this helps!

All comments

Trudy P Claspill

Hello @John Black

Can you provide links to the documentation you found?

And can you explain which steps you are trying to follow, and how that doesn't match what you see in your environment?

Raj Sehmi

Hi @John Black ,

Screenshot 2026-01-14 at 11.23.58.png

Hope this helps!

John Black

Hi @Raj Sehmi

For some reason this setting is greyed out for me

Screenshot 2026-01-14 082532.png

Raj Sehmi

Hmm, looks like it might have something to do with the new customer service management (CSM) app.

For the section from your screenshot to be active, you'd need to configure at least one CSM space as "open", based on the statement on the second warning sign.

Looks like CSM customer access has been moved to a separate section as well, further down on the left within the settings.

But for your question:

Is it possible to configure Jira Service Management Cloud so that only users with email addresses from a specific domain (our company domain) can be created or sign up as customers?

I think the relevant part is the "Internal accounts" part from your screenshot in the JSM customer access settings, simply click on the "approved domains" link and set up your company domain(s) there.

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