Service Desk notifications and permissions for create issues via email

I want to use Service Desk to create tickets and comments for ALL incoming emails to an inbox but I don't want people on the emails to receive any notifications or "new account" emails. 

What are my options?

3 answers

1 vote

Hello Kelsay, 

It is currently not possible to suppress the Initial Welcome Email Service Desk sends out to your Customers; there is a Feature Request to disable this functionality: https://jira.atlassian.com/browse/JSD-1620

If you want to disable all notifications from being sent out by the Service Desk Project, navigate into your Project's Administration section - Under Notifications, set notification scheme to None. 

-shawn

Paulo, I need to handle any and every email that comes in. I don't have a list of customers that I can add.

The best option I have come up with is to use the JIRA Mail Handler with create users unchecked and the default reporter set. The downside of this is that you don't capture the reporter's name.

Option two is use the JIRA mail handler with create users checked and notify users off. In this situation all reporters are tracked and no notifications are fired but the users that are created are JIRA Software users that consume a license, not Service Desk customers and I have not found a way to change this.

Option three is use the Service Desk mail handler. It creates the right kind of users and does not consume licenses but it fires the New User Created emails like Shawn mentions.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published yesterday in Jira Software

How large do you think Jira Software can grow?

Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...

171 views 4 8
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you