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Why we need to add individual email ids in JSM project as a costomer if we have whitelisted domain

Nilesh Rewale

We need understand regarding the email domain allowlisting/whitelisting behavior in Jira Service Management (JSM).

We have configured and whitelisted an entire email domain in our JSM project with the expectation that any user from the allowed domain should be able to create a ticket by sending an email to the project's support email address.

However, we are observing that users from the whitelisted domain are still required to be individually added or explicitly allowed before their emails can generate requests/tickets.

Our understanding is that once a domain is allowed or whitelisted, individual users belonging to that domain should automatically be permitted to submit requests via email.

Could you please clarify:

Why is it necessary to add individual email addresses when the entire domain has already been whitelisted?
What is the exact purpose and behavior of domain allowlisting in JSM?
Is there any additional configuration required to allow all users from a whitelisted domain to automatically create tickets through email?
Is this the expected behavior, or could there be a configuration issue with our JSM project?

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Arkadiusz Wroblewski

Hello and Welcome to Atlassian Community @Nilesh Rewale

Some clarification: if by “whitelisted domain” you mean that you added the domain to a Customer Organization, that setting only automatically groups new customers from that domain into the Organization. It doesn't by itself give everyone from that domain permission to submit requests.

Can you check Channel Acces settings and Customer Permissions ? How customer access settings impact project permissions | Jira Service Management Cloud | Atlassian Support

What are customer permission settings for email requests? | Jira Service Management Cloud | Atlassian Support

Use email domains to automatically group customers into organizations | Jira Service Management Cloud | Atlassian Support

That all really depends on your Setup and specific Settings.

Best,

Arek🤠

Nilesh Rewale

@Arkadiusz Wroblewski we are using baisc JSM tool where we want our internal users within our Domain can send email to IT Support Project to generate a JIRA ticket, Currently all users don't have JIRA access, so we have created the support project in JSM.

Now We have configured everything, however even if we have whitelisted the domain and all other settings are perfect, we have to manually add our internal users as customer so the they can send an email to the support and a ticket will get generated against it, my question is why we need to add individual email ids if we have already whitelisted the Domain.

Arkadiusz Wroblewski

And what you find here ? Space settings → Access → Customer permissions ?

Channel Acces is Open or Restricted ?

Marc -Devoteam-

Hi @Nilesh Rewale

This relates to that your space the Customer Permission are probably set to Restricted.

You need to set this to Open and in the Jira App settings in the Customer access, External account creation has to be enabled and the domain added to allow only this domain to be used.

On the Account creation options, customer must be able to create accounts options has to be set.

Another option if you don't want to set the space to Open, make sure there is a group in Jira admin that contains all the users of that certain domain and add this group to the space in access setting and grant this group the role Service Desk Customer

Then you can leave everything restricted

Arkadiusz Wroblewski

Yep

@Nilesh Rewale Thats seetings you looking for

Nilesh Rewale

@Arkadiusz Wroblewski We have already set it to Open and external account creation has been enabled, still we have to add the individual email accounts manually to trigger the email.

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