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Disable ticket created from Jira mail



We active the function which allow to create the ticket by email. However, we saw that there are the tickets which were created from plateforme email like or so. Obviously, there completely pollute the dashboard.

Any of you confront with this kind of issue ? How to eliminate it ?

Thanks in advance.image.png

1 answer

0 votes
Dirk Ronsmans Community Leader Sep 16, 2020

Hi @CAO Ngoc Tan ,

As they are being created this would either mean that these users also exist or that they are being created on the fly.

This can normally be configured in your Incoming email settings.

If you go to [yourhost]/secure/admin/IncomingMailServers.jspa, you should see a mail handler set up.

Could you verify if the parameters contain a Create users = True or False?

image.pngI would suggest setting that to "false" and it will only allow known customers to send an issue through email.

Hi Dirk,

We use jira to collect the question outside the company as well so we could not limite the create to those registered as client.

Our setting actual is below


Hmm strange.

It seems you have "create users" set to false but yet the reporters are not people that were in your system already ( and others. So I guess they are just created as customers. 

That is something you can verify in your customer permissions under your Project:

image.pngSo i'm afraid there you have a bit of a catch22. 

You need to have it open to all to allow customers from outside to create but you don't want just anyone to create. (and you don't want to manually add customers)

right now there is no way to whitelist domains (there is only an allowlist but that just makes sure certain domains come through but doesn't block the others)


Sadly the only options you have is to either

  • add the customers manually and block that anyone can send
  • learn to live with the garbage that comes in...
  • try a workarround as described here

the workarround is pretty much saying, after creation check how it's coming from and delete the issue trough an automation or to simply hide them through the queues.


so right now it's either make it more restricted or learn to live with it i'm afraid..


edit: i found an issue which seems to be referenced a lot as a feature request for this. 

Actually, we do communicate the adress with a "limited public" so it's not a matter with a personne physical.

I just want to avoid a message type ads/news from atlassian which result in generating ticket.

But anyway thanks Dirk.

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