How to prevent customers who are added to a Jira Service Management project/portal from receiving an invitation email
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Purpose
In Jira Service Management (JSM) projects, customer accounts can be created in various ways, including (but not limited to) the 3 methods below:
- Method 1 (via the Customers tab):
- A customer can be created by a JSM agent by going to the Customers page (accessed from the project's left bar menu)
- In this case, an invitation email with the subject "Welcome to XXXXXX" is automatically sent to the customer's email address:
- Method 2 (via the Email Request feature):
- When a customer raises a request by email for the first time (without already having an account), the following events take place:
- If the JSM project is configured so that anyone can raise requests, an account is created for the customer in the backend
- A notification is sent to the customer asking them to verify their email address and reset their password, so they can access the customer portal
- When a customer raises a request by email for the first time (without already having an account), the following events take place:
- Method 3 (via the Email Request feature and using the CC header):
- When an existing customer raises a request by email and CC in it an email address that does not have an associated customer account yet, the following will happen:
- If the JSM project is configured so that customers can share requests with anyone and if the anyone can raise requests in the project, an account will be automatically created for the email added in CC
- A notification is sent to the customer asking them to verify their email address and reset their password, so they can access the customer portal
- When an existing customer raises a request by email and CC in it an email address that does not have an associated customer account yet, the following will happen:
This knowledge base article explains how to prevent customers from receiving an invitation emails when their account is created using either of the 2 methods mentioned above.
Environment
Jira Service Management (JSM) 3.10.0 and any higher version, Server/Data Center only.
Solution
Since the release of JSM 3.10.0, it has become possible to disable the customer account welcome/invitation email. Here are the steps to disable it:
- Log into the Jira application as an administrator of the JSM project for which you wish to disable the welcome email
- Go to the page Project Settings > Customer Notifications
- Enable the setting Do not send account verification emails. Once it's done, you should see a green
icon next to that setting, as shown below:
By enabling this setting, welcome/invitation emails will no longer be sent to customer accounts which were created:
- either manually from the JSM project (via the Customer page accessed from the left bar menu)
- or automatically when a customer raised a request by email for the very first time
- or automatically when an email address was included in CC to an email used to raise a new request