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Allow a new e-mail address in the reporter field / Cannot manually create a customer email address



We have a setup where one of our websites has a contact form that then generates an email to a shared mailbox that Jira Service Management then automatically creates a ticket from.

The problem:  It creates the Jira ticket with the reporter email address the the web site uses as its source email address - NOT the email address of the person specified in the contact form.

So on the Jira issue screen it rejects it if you try to paste the customer's email address into the Reporter field.

So how can my service Desk staff MANUALLY create a customer / customer email address ?



Example inbound email :

From: IDSupport
Sent: Thursday, 30 June 2022 6:52 PM
To: IDSupport <>
Subject: IDAccount Support Request - FINANCE PTY. LTD


Order Id:




Contact Name:






I would like to check how much it may cost to set up. Thanks



1 answer

0 votes
Dam Community Leader Jul 04, 2022

Hi @Michael Green 

I think there is a problem with your portal settings and configuration. You need to setup an open portal to allow customer to create account in your portal.

Especially for 3 parameters: 

Select Allow customers to create accounts.

Select Customers can access and send requests from the portal without logging in.

For Choose who can send requests to your project via email or the portal, choose Anyone allowed on the customer access settings

Can you please check your settings and make sure it's all ok?

The doc that explain it all is here:

I hope this helps. 



I think you have misunderstood the issue - this is nothing to do with the Service Management Portal set-up as these are tickets that are emailed in.  the portal works just fine is already correctly configured to allow customers to create their own accounts when they log a ticket through the portal.  I repeat - this is not about tickets logged through the portal - its about tickets emailed in from another website.

Dam Community Leader Jul 04, 2022

hi @Michael Green 

Yes but the widget is following the portal config, if the portal allows customers to create their account properly, then the widget will create the customer account with the email used in the widget form. 

Like this doc mentions:

Before you embed your widget, you need to set it up to be accessible to all. To do so, make sure:

you’re a project administrator

you’ve set up an open portal

I tested that few month ago, so I guess it's still working like during my test... but if the portal is properly configured, the customer is created in the JSM project with the email from the widget field, the reporter of the issue is set with the customer email/account so that if the customer validate his account, he can access to it thanks to the portal.

I can test it again, but I will need a bit of time for that...

I hope this helps a bit again. 


Like Help Desk likes this

@Dam  Let me repeat .... the other website generating these emails is not using a Jira widget or anything else.  Its just generating an email to a shared mailbox that JIra then picks up and generates the ticket from.  Nothing to do with the Jira portal.

Hi @Michael Green 

I have same issue and have only discovered one way around it. 
You can go and create Customers manually (Project - Customers) and then their emails will become available in the Reporter drop-down. 
Hope this helps until Atlassian has "Reply to" implemented.


Have a good one

Hi @Michael Green 

Apparently, you can also use Jira automation for automating this process.

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