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Clients/ Customer emailing requests & configure via domain not individual email address

We have a client that would like to send emails to our JSM instance for a specific project which would create a ticket and be automatically assigned to a specific team. The Client has way too many people to add them individual within JSM and manage. We would like to use the domain name and who ever from that domain name can send an email to our JSM to report an request.

Is this possible and what do we need to know if we choose to configure it this way?

They do not have access to the portal and are not interested at this time.


2 answers

1 vote
Brant Schroeder Community Leader Jan 17, 2023

@Carmela Marco You can set up domain restrictions so only individuals from specific domains can send emails to your service desk.  If you have everything coming in via email and are not using the portal you can use automation to assign the new issues to specific individuals but you would have to have specific objects that you would need to key off of.   I have done this in the past and it does not work well and will require a lot of overhead to maintain plus you will have false positives that cause delays in responses.  I would highly recommend pushing individuals to the portal.  

0 votes
Connor Rising Star Jan 17, 2023

Hi @Carmela Marco you can configure your JSM settings, and JSM project to allow issue creation by email for anyone with a specific email domain. 

  1. Settings > Products > Jira Service Management >Email requests > Account creation for customers
    • Set it to Anyone can create new accounts based on customer access and project level customer permission settings.
  2. Settings > Products > Jira Service Management > Customer access
    • Under External check Allow portal-only accounts to be created for new customers accessing the help center.
    • Under External check Only allow account creation for customers with specific email domains. Enter the email domain(s) for your client.
    • Under Portal access check Allow customers to create accounts.
  3. Go to your JSM Project > Project settings > Customer permissions > Service project access
    • Set it to Anyone allowed on the customer access settings.

Configuring this would mean portal accounts are created for clients who email you. You could disable customer notifications to hide this from them though, or modify the customer notifications to not include links to the portal.

  1. Go to your JSM Project > Project settings > Customer notifications
    • Disable all of the customer notifications
    • Alternatively, modify the notification email templates and remove any links/references to the portal.

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