How to enable customer notifications for customers that are not added by admins

[Mohammed Arafat Naidoo]

Good day everyone. 

We have decided to take a stance on security and only allow clients that we add to Jira to be allowed to logged calls via email and access the support portal. 

We currently have 2 projects within our support department and so far, I have tested the feature with success. For any customer that we have not added (not part of our current contracts) , we want to at least give them some pointers on who to contact and not just leave them hanging. 

The thought behind this was that if a customer is not added to the system by an admin , and if they try and log a call via our support email address, they will get a notification advising that the reason that their call has not been logged and some sort of direction ( either to our open support websites or similar and possibly some escalation points to get them added to the system , if they are part of our client base ) . 

When I tested as a non-added user, I get an email error in the email log as per attached which is great as I know the system is working as it should. I thought that I could use automation to pick up this email error and somehow add a notification back to the sender however I don't see that this is possible. Any assistance or guidance here would be much appreciated.

Thank you.

[Brant Schroeder · Accepted solution]

@Mohammed Arafat Naidoo When you have Jira Service Management configured so you have to create the customer any email outbound to a non-customer will fail.  There is not way to change this in the delivered application.  You could look at an app like Enterprise Mail Handler for Jira (JEMH).  It should be able to do what you are looking for.  

[Brant Schroeder]

@Mohammed Arafat Naidoo can you accept the answer to help others?