how to notify customers that send an email from an unregistered email address

Question

I have a publicly accessible JSD instance and we have both internal and external customers. Internal customers are registered through LDAP and external customers accounts are created manually.

There will be cases when an external user decides to send an email and open a ticket from their personal email account and ticket will never be created because the account is never registered.

I would like to send an email out to those who do that so they will know that the ticket has not been created and they need to use a registered email address. How can I do this?

Baybars Kumbasar · Answer

I can't allow open access to the system unfortunately (allow anyone to create an account)

Gerry Tan · Answer

One solution is to "open" your service desk such that external customers will have an account and requests automatically created (you can have unlimited JSD customers, free). However you will need a user directory which JIRA can update alongside your LDAP (eg: JIRA Internal user dir).

Here are some relevant docs link:

* https://confluence.atlassian.com/display/SERVICEDESKSERVER032/Managing+access+to+your+service+desk
* https://confluence.atlassian.com/adminjiraserver071/managing-multiple-directories-802592355.html