How can I prevent Jira from creating customer accounts?

[Tim H_]

My Jira Service Management instance is behind a firewall. For security reasons, I don't want to expose the customer portal. Thus, customers can't access the portal. I only want them to communicate by e-mail.

However, when they create their first issue, Jira automatically creates a customer account for them and sends an e-mail with an activation link. That link doesn't work as the customer can't access the portal.

This creates a lot of confusion on the customers end. I don't care if they have accounts or not. I just want a) the communication just happen by mail and b) no e-mail with links to the portal being sent out.

Does anyone have an idea how to achieve this? Any help is greatly appreciated!

Best regards,

Tim

[Jack Brickey · Accepted solution]

Hi @Tim H_ , do you have the invite notification off?

[Tim H_]

Thanks @Jack Brickey Unfortunately, I can't find this option. I'm using JSM Data Center. I have "Notification schemes", but those schemes don't include the option "Customer invited". Or am I missing something!?

[Jack Brickey]

i see. I don't have DC to check but please refer to this article - managing-service-project-notifications 

[Tim H_]

It worked! Thank you so much.

[Kunal Kanojia · Accepted solution]

Hi @Tim H_ ,

In Jira service management data center, there is a setting to disable account invitation notifications. You can refer to this knowledge base article for the same - 

https://confluence.atlassian.com/jirakb/how-to-prevent-customers-who-are-added-to-a-jira-service-management-project-portal-from-receiving-an-invitation-email-777027023.html 

Kunal Kanojia

Jira Service Management Data Center

[Tim H_]

Yes, this worked! Thank you very much!