Channel Access "Restricted" - How to send email notifications to unauthorized users

[a_bardini]

Hi everyone,

I’ve set up a project in Jira Service Management with Channel Access set to "Restricted," so only trusted email addresses can create tickets.

I'm not using Portal, is possibile to create ticket ONLY by Email.

This works as expected: if an unauthorized user sends an email, the ticket is not created, and they see the standard message:
“Sorry, self-signup is disabled for this help center. You need to be invited first.”

The issue is that no custom notification is sent to the user to explain why their request was rejected or how they can proceed to get support or request access.

I’d like to know if it’s possible to send a custom notification explaining the situation and providing instructions.

Has anyone faced the same issue or found a viable solution?

Thanks a lot! 😊

[Jack Brickey]

Hi @a_bardini , unfortunately if ticket creation fails there is no means of notifying anyone using the OOTB email handler. The agents must regularly monitor the email log. Not an ideal situation.