How do I disable automatic customer creation from E-Mail CC

[Stephan Geheeb]

Hi,

If an E-Mail is sent to our Jira SD address, every recipient (even those in CC) is automatically created as a Service Desk Customer. We would like to disable this in order to have more control over the customers within a project.

Does anyone know how to do this?

[Angélica Luz · Accepted solution]

Hello @Stephan Geheeb,

Thank you for reaching out to Atlassian Community!

It's possible to disable the account creation for customers, it will prevent the CC to be added to the project, but also if a customer that doesn't' have an account sends an email to your service desk, the account and the ticket won't be created. It will show an error on the logs informing that they don't have access. 

As a Jira administrator, you can disable it by going to Cog icon > Products > Click on Configuration under Jira Service Desk.

On "Can customers create their own accounts?", select "No, only my team can create accounts".

This is a global configuration, so it will affect all Service Desk projects.

If you also want to make your project private and let only specific customers create tickets, you can change their permission on Project settings > Customer permissions (Classic) or Project settings > Channels > Customer permissions (Next-gen).

On this page, select "Customers my team adds to the project" on "Who can access the portal and send requests…?" > Save.

Hope this helps!

Regards,
Angélica

[Stephan Geheeb]

Hello Angélica,

Thanks for the quick reply! This already fixes part of our problem. However, our customers still send us requests via E-Mail. We then forward these mails to our sevice desk address. So whenever one of our agents forwards a mail to the Service Desk (with the customer on CC), the customer still gets added to the service desk project. Is there a way to turn off this behaviour as well?

Thank you!

[Angélica Luz]

Hi Stephan,

Thank you for the details.

When we disable the option for customers to create their own accounts and also select the option "Customers my team adds to the project" to close the project, new accounts won't be created. 

If customers are added as participants, it means that they already have permission on the project.

You can prevent them to share the tickets with other people by going to Customer permissions and select that they can share the requests with other customers in their organizations, so if they are not part of an organization, they won't be able to share the ticket with anyone.

[Stephan Geheeb]

Thank you, that did the trick :)

[Jason Thompson]

Hello Angélica,

I have exactly requirements, as Stephan so was happy to find this post.

However, when I look in my JIRA Service Desk settings, I cannot find the ‘Can customers create their own accounts’ setting.

We are running JIRA Service Desk 3.16.0 and Jira Software 7.13.0

I presume the setting you mention is only available on a more current version of the software?

Thanks.

[Angélica Luz]

Hello @Jason Thompson,

Welcome to Atlassian Community!

The steps I mentioned are related to Service Desk Cloud and on Server it's a little different.

Jira Service Desk doesn't have the exact same options as Cloud, but it's possible to allow the customers to create their own accounts. 

Please, go to Cog icon > Administration > Applications and under Jira Service Desk, click on Configuration. 

On this page, you will see the "Public signup" option where you can select the option "Yes, project administrators can allow anyone to email the service desk or raise a request in the portal".

Also, go to Project settings > Customer permissions and on the option "Who can raise a request?" select "Anyone can email the service desk or raise a request in the portal" > Save.

Hope this helps!

Regards,
Angélica

[Jason Thompson]

Hello Angélica,

Correct, we are running a server instance.

Thanks’ very much for your reply, However I think I was not clear enough in my question.

I have the same problem as the post from Stephan Geheeb on Sep 28, 2020.

That is, that my colleagues receive emails from external sources, purchase requests etc, and they then forward these emails onto the service desk ticket system so that they can work on the issue in JIRA SD.

The ticket is created as expected with the author being my colleague(s) that forwarded the original email. These colleagues have an existing JIRA accounts.

The problem for us is that the email address from the external contact (which is in the CC field in the email) is automatically setup as a user and added to the ticket. Therefore, they receive email updates when tickets are updated etc…

We have had a few complaints from these external contacts; they do not want to be in our ticket system, so I am looking for a way to prevent this behavior. That is, the automatic creation of accounts from the received email CC fields.

Our system is set to private

Customer account creation is set to ‘Yes, agents always create new customers, existing customers create new customers only if the Service Desk allows public signup’

All of our agents (my colleagues who forward on the emails) have Admin rights via group access.
I wonder if I remove this admin access from the group, than just apply admin access to a few users, that will prevent the then non admin agents from automatically creating new accounts from Email CC fields when they forward these onto the ticket system?

Thanks…