We have a help desk that responds to external users via Outlook and when they cc our Atlassian email to create the work item it auto creates an account for the email address that is the TO recipient for that email. I'm trying to configure our permissions so this doesn't happen.
Just wanted to pop back in and give you an update, you are able to remove the option of external account creations via email forwarding without affecting internal accounts.
In JSM, account creation is controlled at:Settings (cog) > Products > Jira Service Management > Customer access.
Key points:
Disabling external account creation (or restricting it) only prevents new external/portal‑only accounts from being created. It does not remove or block existing internal employee customers.
To avoid accounts for truly external senders while keeping the portal for employees:
With this setup:
You can always find more information regarding this feature on our official doc:
Hi Malee,
Without seeing your setup, what if you use the To for the Atlassian email and the CC for the customer?
Hi @Malee
Can you show a screenshot of you customer permissions on the JSM project and the global customers permissions.
These are the space settings:
This is within the Jira admin settings:
Please see my reply to the above comment.
Have you tried my suggestion above?
In the first image attached it outlines To and CC'ing will create user accounts (That just showed up today interestingly enough).
But creating an account (customer) is default behaviour, as this will be the reporter of the ticket.
This can't be circumvented.
We do not want External (outside of our company) to have access to our portals. Our helpdesk creates these tickets and are the reporters because they are fielding these help requests via email or phone call. I will reach out to Atlassian support for this.
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