Best Practices for External User Management?

What are some best practices people have found for managing customer/external user accounts in Service Desk?

I have run into a set of competing constraints that I can't find a good solution for:

  1. Customer accounts with the e-mail address in the username (i.e. '') get caught as spam when a notification is sent from Service Desk on the customer's behalf. This can be corrected by manually editing the customer account and removing the e-mail address from the user name.
  2. I have existing customer accounts going through branding changes. A large user base is expecting to change e-mail addresses twice (or more) in the next twelve months. I was thinking I could update the old user account as new e-mails arrive, transfer the 'reporter' property of any issues to the old account, and delete the temporary account. However, if a customer has commented on an issue with the temporary account, I don't seem to be able to migrate those comments.
  3. This is a lot of manual maintenance. Is there any easier way of keeping up with the changes?

1 answer

0 vote
Jack Brickey Community Champion Oct 02, 2017

@James Mclellan, on #1 when you say caught as spam do you mean by chance Microsoft spam filter. I had a similar issue and resolved in the manner you suggest. That said it isn't a good solution. Ultimately I need to work w/ MS.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

783 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you