Use Jira Service Management without notifying users via Mail

Question

I want to start using Jira Service Management to manage IT Tickets internally. However since some users are late adopters I want to just use it in the background for IT Support to handle tickets. Users will only create tickets via E-Mail how they were doing till now. So they won't be distracted. For us in the background we then manage the ticket within JSM.

Also some users just ask questions while walking by (we all know this phenomenon). If the user has not created a ticket via mail yet I cannot create it on this specific user. Therefore I would have to create the user by hand. How can I ensure that the user won't get an invitation E-Mail but still can login by setting his password on the portal in a later stage?

-> I want the user also customer in the project but no E-Mail Notifications in this stage

Christos Markoulatos -Relational- · Accepted Answer

Hi @Mike Welcome!

For the email channel setup, the main thing to configure is your Customer Notifications. In your JSM project, go to Project Settings, then scroll down to the Notifications section in the left sidebar and click Customer Notifications. You will see a list of notification events with individual toggles. To go fully silent, disable all of them, including Request created, Public comment added, Request resolved, Request reopened, and Customer-visible status changed. This way your IT team can manage everything inside JSM while users continue emailing as they always have, completely unaware that tickets are being tracked in the background.

For the walk-up tickets scenario, the same Customer Notifications page has a dedicated "Customer invited" toggle at the very top of the list, listed under type Account. Disabling that toggle ensures that when you manually add a customer to the project, no invitation email is sent to them. When the user is eventually ready to access the portal, they can use the sign-up or forgot password flow on your portal to set their own credentials without you needing to trigger anything manually.

Hope this helps!

Marc -Devoteam- · Accepted Answer

Hi @Mike

Welcome to the community.

I would disable to Customer invited event, this will not sent an invite mail to the user for the portal.

The others should be at your requirements, do you want to information users on comment, etc...

The Internal notification section, is based on Agents, so communication (internal comments, ticket updates) done within tickets that will inform watchers, mentioned agents, but not the customer who reported or request participants.

Internal comments is simply said the notification scheme that any Jira project can use, as a normal project also has a notification scheme.

the actions on the internal notification can also be triggered by workflow post-functions, but these won't be sent to a JSM customer.