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Queue accounts in JSM getting verification code emails

Keith Jones_q61emj

We have multiple queues set up in JSM (cloud) and they are tied to distribution list emails. Within the past day or so, all of the members of the distro list are suddenly getting emails about a verification code. The main email accounts for the queues do not have an inbox - they are just distribution groups, so no way to enter the code for the JSM user account. Some of these were set up several years ago and are a managed domain, so I'm not what what change has prompted this behavior now. Any thoughts or ideas?

Accepted answers

Hendrix_ Jonathan

Atlassian's virtual support agent gave me this summary of the issue and suggested reconfiguring how we have this setup. I have a ticket open with support to see if there's any other way around this without reconfiguring everything since it worked for us for years previously, but sounds like we might have to change some things around. The summary link in the same notification works for us btw:

The "View Work Item" button generates a unique URL tied to the specific Atlassian account (the "Queue" account). When a member of your Systems Team clicks this button while logged into their personal Atlassian account, the system detects a session mismatch. Because the link is intended for the "Queue" account, Jira redirects to id.atlassian.com/signup or prompts for a verification code to confirm the identity of the "Queue" user.

In contrast, the Summary link is a direct URL to the issue (e.g., yourinstance.atlassian.net/browse/KEY-1). This link simply checks if the currently logged-in user (the team member's personal account) has the "Browse Projects" permission. Since your team members are licensed agents, they can view the ticket immediately.

All comments

John Funk

Hey Keith,

I know that Jira does not play with well with distro lists at all. I am not sure what you mean by the queues are set up with email accounts though, because queues are not directly related to accounts.

Regardless, I suggest you open a support ticket with Atlassian for better guidance as they have access to your site and can see what is happening.

https://support.atlassian.com/contact#/

Please post back here once you have a resolution for future readers.

Vanessa_Fraser

This just started happening to ours and we haven't found any specific information on what changes were made. I've looked through the App updates in the Adminstration center but no joy - but there are a lot so I may have missed it. (found here: https://admin.atlassian.com > Apps > Platform experiences > Release Management > App updates). I'm not primary for our Jira so I was just digging around while waiting on another thing. It appears to have started around 5/22/2026 for us and only the View Work Item button is impacted. The description links still work the same way. Also, we have a ticket open with Jira so if I find out the answer, will post back here.

Keith Jones_q61emj

The accounts all have emails from a managed domain. Jira shouldn't be able to distinguish between a full email account and a distribution list since it only sees just the email.

Some of these Jira accounts have been set up for years. Something just changed or was changed recently that has kicked off these notices for accounts that were never verified.

Hendrix_ Jonathan

Keith Jones_q61emj

This makes a lot of sense - thank you! Not sure why the changed things, but at least it's manageable with a little bit of user training. Thanks again for the information!

Hendrix_ Jonathan

You're welcome. It's an easy work around using the other link but it might be worth opening a ticket with Atlassian. Took several days but I just got this response back on my ticket and the button is working normally again for us.

"We’ve identified the root cause of the issue with the “View Work Item” button in your queue notifications. A recent Atlassian experiment—intended to improve the onboarding experience for new users—was mistakenly applied to your service accounts (such as those used for your distribution lists). Because these accounts appeared "inactive" to the system, the experiment replaced the normal ticket link with a signup redirect, which led to the verification prompt you described.

Your site has now been manually excluded from this experiment. This change is already in place and should already be in effect. The “View Work Item” button should open tickets normally again."

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