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every support e-mail creates a user

Hi, maybe i missed something: everytime when a new person mails our support, a user/agent got created for that person in the system. that is not what we want.

We have 3 support agents, so the license should be enough for our purposes. could you explain how we can disable that feature?

After that we have problems deleting users/agents: we get the error message that the user is bound to a support case and can' get delted. Even if the case is closed.

So we need help: 1. how can we get rid of the automatical creation of users, when they just want to create a simplet support ticket. 2. how can we delete these unwanted users again.

Thank you

Chris

1 answer

0 votes

Hi Christoph,

Can you let us know which groups you have set currently which grant access to Jira Service Desk? 

Following that, you'll want to check how those users are created in Jira. Are you using LDAP or Crowd, for example? 

You'll then want to take a look at your directory settings in Jira and then confirm how these users are getting the group membership that grants them Jira Service Desk application access from earlier. If they're meant to be Customer accounts then they don't need to be granted a specific group to grant them Application Access.

Regards,

Shannon

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