Why is my service desk creating SD agents from the Raise a Request Field?

[bthayer]

My team is trying to add new customers as they type in their email in the "Raise a Request on behalf of" field. For some reason when they do this it is sending out an invite to the service desk team and is adding them as a service desk agent. This is using up my licences and causing confusion for my customers. Why is this happening? 

[Andy Heinzer]

I could not replicate this when I would raise a request and invite a new users. In my instance this does add the new email address as a customer, but this user has not agent access, nor access to the main Jira login.

My thought was that perhaps this new user was automatically getting added to a new group, and perhaps this was the same group that is granting application access to Service Desk.   If this was happening, then I could see a scenario where the user is being added to both the customer role and the agent role.

However again, when I did this, the new users was not added to any groups on my system.

I would recommend trying to replicate this once more.  If you can raise a request for a new user, it will create their account, but then go to the user management in Jira (cog icon -> User Management).  From there find this user and check what groups they belong to.

You can also then go into the application access and see what group(s) are granting access to Jira Service Desk.  The application access there for Service Desk will determine which users are Agents in Service Desk.

[bthayer]

What is happening right now is customers are being sent an email inviting them to the project but i do not want them to ever receive an email. How do i turn off this very annoying feature?

[Dave]

To have the option to turn off the welcome email, it is available in Jira Service Desk 3.10 and up as it was a new feature implemented in that version, please see our Jira Service Desk 3.10 release notes, so you may need to upgrade to 3.10 if you're not already on it.

If you're not on 3.10 yet, you can only turn off customer notifications, by going to the project settings -> Customer notifications of the project in question click on edit for each notification, to disable it - untick the enable check box for each notification.

and click on Save, note - does not turn off the welcome email, you will need to upgrade to 3.10 for that feature to be available.

hope this helps.