What happens to email requests where the requestor is not in the customer list?

Question

Greetings all,

We have a Service Desk server instance setup where customers are allowed to log tickets via email as long as they are in the customer list.

So for the following scenario:

- I am an external customer

- I want to log a ticket via email

- I am NOT in the Customer list in service desk

Is there a way to notify me via email that I am not allowed to send an email request to this address and propose a solution? ie.

" You are not on the approved customer list for *Company Name* please send an email to *email-address* to request relevant access."

Thanks all.

Jack

Ivan Tovbin · Accepted Answer

Hi Jack,

We've had a similar issue.

As you probably know if your project is set to only accept emails from customers in your customer list, and then an external customer tries to send an email, then Jira simply silently ignores such an email (which can be seen in your email processing log).

What we did to remedy this is we wrote a small program that checked the author of every incoming email in a given mailbox against customer list of the project associated with this inbox. If no match is found then the program sends a notification to the customer.

Unfortunately, I'm not at the liberty of divulging the source code, but I hope this will give you an idea of a possible solution.

Cheers.