Enable automatic accounts creation through email requests


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Scenario

This use case applies to sites where the Customer Portal can be configured to allow customers to create their own accounts and you would want requests through email and wouldn't need users to manually create their own accounts at the Customer Portal. They would just need to send an email request and their account will be created automatically.

Also, for this article, we'll assume that you've set up  an Incoming Email address  for your Service project. It can be the project's default using a " @yourinstance.atlassian.net" address or a  custom one .

Customer Access Settings

(warning) The following settings will affect all JSM projects from your site. So if you have more than one open project, new customers sending email requests to any of these open projects will be able to create new accounts.
(warning) If Internal account type creation is enabled, new Atlassian accounts will be created for your site's approved domains, so be aware of your product access settings as new licenses could be set for new accounts created. You may see more information about Internal and External customers here.

For a site-admin to access these settings:

  1. From the top right of your screen, select Settings (Cog Icon) > Products.

  2. Under JIRA SERVICE MANAGEMENT , select Customer access.

  • At the Internal account type settings check the "Use approved domains to grant internal customers access to the help center with Atlassian accounts" checkbox.
  • At the External account type settings you may check the "Allow portal-only accounts to be created for new customers accessing the help center" checkbox.
  • For Portal Access you should enable the "Allow customers to create accounts " option.
  • To prevent unwanted customer accounts from being created, there's also the option to allow only specific email domains to be able to create new accounts.
    To enable this option, at the External account type section you may check the "Only allow account creation for customers with specific email domains" checkbox and input your desired domains. This works similarly to Internal accounts approved domains.

(info) If a customer's email domain is already on approved domains from the Internal account type section, Atlassian accounts (Internal) creation will take precedence.
(info) There's no need to enable both Internal and External account type creation, you may choose only one of them for a scenario that best suits your needs.

Project Customer Permissions

Now at a project level, we will need to make the project available for any customer to be able to submit new requests. This can be configured at your project's Customer permissions.

For company-managed service projects :

  • From your service project, go to Project settings > Customer permissions.

For team-managed service projects :

  • From your service project, go to Service project settings > Channels > Customer permissions.


Once there:

  • At the Channel Access section, you should choose the "Open - Anyone can submit requests to this project " option.

Conclusion

Once the above steps are completed, your customers will be sending emails to your project's mail handler, and for non-existing accounts, a new account will be created (Internal or External depending on your configuration).
(info) At your project's mail handler logs the recent request will appear for that account, but there won't be any reference that a new account was just created.

Last modified on Mar 21, 2024

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