Remove JSM default email and leave own email connected for replies

[Davide Cioranu]

Hi all,
I'm wondering if anyone could help me with this issue.
Currently there isn't a direct way to remove the JSM in built email that comes in the project.
The only way to do remove this is by going in Settigs > Product > Email request and remove it entirely from the list under "Email request".
My question is, is there any harm in removing the default email from there?
I cannot see any link between the JSM email other than this is used to reply to the customer even though the customer contacts us via the secondary linked email.
Can anyone confirm for me if removing the JSM email can create any issues?

Thanks

[Conrad van Woudenberg]

Hello,

For several JSM projects I've removed the default atlassian.net email address and added our own domain email address. I've not experienced any downside and everything has been working fine.

You can remove the default address via Settings -> Products -> Email Requests

Kind regards,

Conrad

[Joseph Chung Yin]

@Davide Cioranu -

It is my understanding that you should not conduct the action that you are asking.  You can create custom email account for your JSM projects.  Please take a look at the following reference link on how to do so  - https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/

Please also note that if you don't want to use the built in customer notifications (comes with out of the box), then you can disable them and create automation rules to send out custom email content that fits your needs.  You can locate all out of the box notification configuration via - Project > Project settings > Customer notifications

Hope this helps.

Best, Joseph

[Davide Cioranu]

Hi Joseph,
Thanks for explaining this, however it doesn't really answer my question.
If we get the option available in the Product settings, why not using them?
I understand that the system is pretty flexible to match everybody's requirements, but what you are suggesting here is to disable entirely the in-built customer notifications and re-build the notification in-house with automation (which constitutes in additional management/monitoring from us).

Is there any repercussions from removing the default email address? 
I have tested this on a test environment and I couldn't see any downsides.

Thanks
Davide

[Joseph Chung Yin]

@Davide Cioranu -

You are welcome.  My suggestion is that typically we have not remove the default setup.  In regards to the customer notifications, your observation is valid, I was only giving you another option if you don't like the out of the box content.

Before removing the default setup, I would recommend you to contact Atlassian Support to obtain further confirmation that if your action have any possible impacts that may effect your site - https://support.altassian.com.

Best, Joseph