this problem (as above) persists with JIRA Service Desk 3.11.0 and JIRA Software 7.8.0

@WEI IT Same issue here with firefox, my Jira is behind an nginx https reverse proxy too

It would be great if someone could told us how to disable this in a manual way ? Maybe  by editing a config file or in database

Hi,

I do not have the option to check this box and stop these notifications:

What am I missing here??

Oded

i'm having a problem where the "do not send account verification emails" toggle will not stay checked "green"

as it stands, this means i can't actually disable the invite confirmation emails

we're running an eval of Jira software and core 7.7.2, and service desk 3.10.2, currently just on the h2 db

if i pull up google chrome's javascript console and click the toggle, the following is shown:

POST https://jira.MY.FQDN/rest/servicedesk/notifications/1/customerinvite/34 409 ()
(anonymous)
XMLHttpRequest.send	@	batch.js?agile_globa…erational=true:7006
send	@	batch.js:200
ajax	@	batch.js:194
value	@	context-sd.admin.out…6.js?locale=en-US:1
value	@	context-sd.admin.out…6.js?locale=en-US:1
update	@	context-sd.admin.out…6.js?locale=en-US:1
value	@	context-sd.admin.out…6.js?locale=en-US:1
change #js-suppress-customer-invite-email	@	context-sd.admin.out…6.js?locale=en-US:1
dispatch	@	batch.js:107
h	@	batch.js:99

Uncaught TypeError: t.forEach is not a function
    at Object.<anonymous> (context-sd.admin.out…6.js?locale=en-US:1)
    at j (batch.js:63)
    at Object.fireWith (batch.js:64)
    at Object.fire [as reject] (batch.js:64)
    at Object.<anonymous> (context-sd.admin.out…6.js?locale=en-US:1)
    at j (batch.js:63)
    at Object.fireWith [as rejectWith] (batch.js:64)
    at d (batch.js:189)
    at XMLHttpRequest.b (batch.js:201)

has anyone else had this issue or similar?

cc: @vsharma

—

edit: maybe i should note, this is running behind nginx for https

@Ivan: Ok, thanks - that's where I was confused. "Account verification" sounds kind of different than "Welcome E-Mail"

@Jan Werner:

@Ivan: Thanks, but that's where I've been loking. This is what's available in my JSD project

Which of these will disable welcome email to new customers? Or is this the same as "Account verification email"?

@Jan Werner

Project Settings -> Customer Notifications

Hi @Atlassian,

maybe I'm blind, but have no idea where to find this option. In JSD 3.10 Release notes, it just says "Customize/Disable Welcome E-Mail to New Customers" and there's a link to this issue. Some information how this was implemented would be really nice.

Thanks,
Jan

Everyone watching and voting for this issue.  I was voting on this issue for the customization (not the disable portion).  So please move your votes over to JSDSERVER-1386

It has only 75 votes and needs a lot more. 

Duplicated comment

Vidhu - is there any movement on being able to customize the Welcome messaging? 

Hi all,

Good news - The ability to disable welcome email is now available in Jira Service Desk version 3.10.
To find out more about this fix, check out our release notes here.

On behalf of the JSD team, I want to thank all of you for contributing to this ticket. Your patience and feedback have shaped this enhancement.

Cheers,

Vidhu Sharma
Product Manager - Jira Service Desk

hi @tarahall we are using a secure tunnel work around now with the portal working.

@pcooper which jar do you need?

Hi Guys

We have found a work around because of the silence from @Atlassian @jirasupport

We have created a secure tunnel to localhost using ngrok.com.

This means we can use all the features of JSD.

Philip

@pcooper703996344 now I'm testing Freshdesk and its flexible. The first task I did - disabled "Welcome e-mail"

@tarahall im a total Java novice do you have working jar files i can download?

What alternative systems are you guys using?

FYI @jira_support after waiting for 2 years for this to change, we moved back to out old support platform. 

Hi @jira_support is there any update on this?

Because of zero updates from Jira we are on our way to the new, more flexible helpdesk system

Please share your workaround steps with this issue. Thank you!

I'd do a grep for it from your $JIRA_HOME/

grep -Ri notification.activate.your.account *

I am using Swedish language pack and I cannot find a corresponding sd--i18n_se_SE for Swedish in my jira-servicedesk-application-3.8.1

The language pack is installed as a plugin so maybe this is the reason of it not showing up here so I tried checking jira-software-language-pack-sv_SE... but I find no file similar like i18n/sd-i18n.properties here either

Any suggestions?

use my hack until it's available to us all

An ETA for JSDSERVER would be really nice. We are selling a new Product for end customer market. And we' ll have a lot of confused customers, because we use JSD in this project for external E-Mail Support only.

Please keep us up to date, 

This feature has just been made available in Cloud. Any ETA for Server?

Thought that this is a ticket system and not a blog or chat

here are the commands i used to open and pack the .jar on my jump box

unpack:
jar xvf jira-servicedesk-3.5.0-REL-0008.jar
pack:
jar cvf jira-servicedesk-3.5.0-REL-0008.jar *

make sure to move the .jar out of the dir before packing also

looks like my SELinux permissions changed on the file. Let me see if setting them to what the others are set to fixes it. 

Update: That seems to have worked. Sorry for the false alarm

I did make a backup. Tried restoring it and it won't even start up (permissions are the way they were). I used VIM to open up the jar file and select the item to update....I then :x the file and :x out of the jar. 

did you open the .jar somewhere else, then repack it and deploy it?
Also, make sure files are owned by JIRA before packing it back up into the .jar

and make backups!

I modified the properties file to make the email say what i wanted. I then restarted JIRA successfully. However, now I get 0 tabs on the left side when i go into my service desk!!

 It seems to be under the impression that this project is brand new!!! I had made a LOT of changes to this project...please tell me I didn't lose all of them

Thank you

as root, try this

cd /
find . -type f -name jira-servicedesk-*.jar

Sadly I can't seem to find the Jar file in the locations provided. My install folder is /opt/atlassian/Jira/....where underneath there can i find it?

edit the files i noted above in the .jar then redeploy - so far it's working for us

I am also having this issue. All I want is to be able to change the welcome message so its not so ridiculous but its getting sent out automatically and I have no options to change it. Is there a workaround I can use in the mean time?

Looks good - deploying to prod tonight!

So... was able to successfully allow external customer to create an issue from an email without getting any notifications

after modifying the files and restarting - created internal account with the email for everything - no password, then added that user to the project "Service Desk Customer" Role

so far, no notifications in my test email account and tickets are being created!

Only thing - have to delete messages that are not being sent in the mail queue

I am an external customer of JIRA, but am getting all of these internal development comments.  Not sure this is what you intended?

0 emails sent! but, "customer email" did not create a ticket from and email request

internal emails worked (users with account and license)

1/2 way there?

dev system test

from /opt/atlassian/jira/atlassian-jira/WEB-INF/application-installation/jira-servicedesk-application/jira-servicedesk-3.5.0-REL-0008.jar

opened up .jar

vi i18n/sd-i18n.properties

commented out

###################
# ~CUSTOMER LOGIN #
###################
#cv.login.title=Login
#cv.login.username=Username
#cv.login.password=Password
#cv.login.forgotten.password=Forgot your password?
#cv.login.captcha.label=Please enter the word as shown below
#cv.login.captcha.refresh=Refresh the image
#cv.login.submit.label=Log in
#cv.login.remember.me=Keep me logged in
#cv.login.stay.logged.in=Stay logged in
#cv.login.pub.signup.title=Don''t have a login?
#cv.login.pub.signup.desc=Sign up for an account to raise and comment on requests
#cv.login.pub.create.account=Sign up for an account
#cv.login.pub.need.account=Need an account?
#cv.login.pub.signup.link=Sign up
#cv.login.signup.not.public=Not a member? To request an account, please contact your JIRA administrators.

#cv.forgotpassword.page.title=Forgot password
#cv.forgotpassword.title=Forgot password
#cv.forgotpassword.submit.label=Email me
#cv.forgotpassword.back.to.login=Back to login
#cv.forgotpassword.success.title=Access reset password link
#cv.forgotpassword.success.line1=A reset password link has been sent to the specified email address. Follow the link to select a new password.
#cv.forgotpassword.success.line2=If you did not receive a reset password link, request one by entering your user account details.
#cv.forgotpassword.disable=This instance does not support password reset.
#cv.resetpassword.page.title=Create New Password
#cv.resetpassword.title=Create new Password
#cv.resetpassword.current.password=Current Password
#cv.resetpassword.new.password=New Password
#cv.resetpassword.confirm.password=Confirm Password
#cv.resetpassword.error.confirm=Password does not match. You must type the same password.
#cv.resetpassword.submit.title=Ctrl+Alt+s to submit this form

#cv.setpassword.page.title=Set New Password
#cv.setpassword.form.title=Welcome to {0}!
#cv.setpassword.form.welcome=You are almost there - we just need to grab a password so you can login later.
#cv.setpassword.form.label.username=Username
#cv.setpassword.form.label.email=Email
#cv.setpassword.form.label.password=Password
#cv.setpassword.form.label.confirm=Confirm
#cv.setpassword.form.label.fullname=Full name
#cv.setpassword.form.label.show.password=Show password
#3cv.setpassword.form.button.save.and.continue=Save and continue
#cv.setpassword.form.error.blank.password=Password must not be blank
#cv.setpassword.form.error.blank.fullname=Full name must not be blank
#cv.setpassword.form.error.fullname.exceed.max.length=Full name must be less than 255 character


#####################
# ~CUSTOMER PROFILE #
#####################
#cv.profile.you.can=You can
#cv.profile.log.in.with=Log in with
#cv.profile.log.in=Log in
#cv.profile.timezone=Time zone
#cv.profile.change.password=Change password
#cv.profile.send.notifications.to=Send notifications to
#cv.profile.edit.your.profile=Edit your profile
#cv.profile.readonly=You cannot edit your name, password or email address because they are stored in a read-only user directory.
#cv.profile.error.name.empty=Name must not be empty
#cv.profile.error.name.too.long=Name must be less than 255 characters long
#cv.profile.error.email.empty=Email must not be empty
#cv.profile.error.email.too.long=Email must be less than 255 characters long
#cv.profile.error.email.invalid=Email address is invalid
#cv.profile.error.languageKey.invalid=Language is invalid
#cv.profile.changepassword.current.none.error=You must type your current password
#cv.profile.changepassword.current.incorrect.error=Password is incorrect
#cv.profile.changepassword.new.none.error=You must specify a new password
#cv.profile.changepassword.confirm.none.error=You must re-type the new password
#cv.profile.changepassword.confirm.incorrect.error=Passwords do not match
#cv.profile.changepassword.logout.warning=You''ll be asked to log in again after you update your password.
#cv.profile.change.avatar=Change avatar
#cv.profile.change.avatar.gravatar=Change your avatar at
#cv.profile.avatar.accessibility.text=Profile avatar
#cv.profile.atlassianid.managed=Your profile is managed by Atlassian account. You can edit your name, password and avatar in Atlassian account, but your email address cannot be changed.
#cv.profile.atlassianid.account.settings.updated.success=Atlassian account account settings updated successfully
#cv.profile.atlassianid.account.settings.updated.success.note=If you updated your name, the change will be shown on your next login.
#cv.profile.atlassianid.account.settings.updated.failure=Atlassian account account settings update failed
#cv.profile.atlassianid.avatar.updated.success=Atlassian account avatar updated successfully
#cv.profile.atlassianid.avatar.updated.failure=Atlassian account avatar update failed
#cv.profile.atlassianid.password.updated.success=Atlassian account password updated successfully
#cv.profile.atlassianid.password.updated.failure=Atlassian account password update failed
#cv.profile.atlassianid.fallback.updated.success=Atlassian account updated successfully
#cv.profile.atlassianid.fallback.updated.failure=Atlassian account update failed

#####################
# ~CUSTOMER SIGN UP #
#####################
#cv.signup.page.title=Sign up for an account
#cv.signup.page.full.name=Full name
#cv.signup.page.email=Email
#cv.signup.page.password=Password
#cv.signup.page.confirm.password=Confirm password
#cv.signup.page.sign.up=Sign Up
#cv.signup.page.back.to.login=Back to login
#cv.signup.page.show.password=Show password

# Error
#cv.signup.error.email.used=An account already exists for this email
#cv.signup.error.not.allowed=Signup is not currently available
#cv.signup.error.failed.to.remove.user=Failed to remove temporary user
#cv.signup.error.input.fields=There are few errors with input values
#cv.signup.error.jira.input.fields=There are few errors with input values
#cv.signup.error.jira.password.required=You must specify a password.
#cv.signup.error.blank.password=You must specify non-blank password
#cv.signup.error.captcha.doesnt.match=Please enter the correct CAPTCHA
#cv.signup.error.unable.to.set.property=Unable to set property to user properly

testing after restart

This functionality would also be very important to us. JIRA ServiceDesk would principally be the perfect tool for us to use (we already use jira/confluence/bitbucket), but this is a potential dealbreaker.

so, the next question is - if i delete just that block, will it stop the welcome email and not break anything else? will need to test in QA env

Hi Claus,

for English I think Tara is correct. It the jira-servicedesk-<version>-REL*.jar which seems to have the default values.

Tara Hall: Not exactly. Please try this jar-file: jira-servicedesk-application**

This is extremely important and really a show stopper for us to use JSD since we have a server version which we don't expose publicly. Hence emails to customers with link which they actually cannot access is very confusing for our customers.

?
jira-servicedesk-3.5.0-REL-0008.jar/i18n/sd-i18n.properties
think this is it??

sd.email.customer.invitation.subject=Welcome to {0}
sd.email.customer.invitation.title=Welcome to {0}!
sd.email.customer.invitation.content.description={0} has invited you to the <span class="{2}">{1}</span> portal
sd.email.customer.invitation.accept.button=Visit portal
sd.email.customer.invitation.email.signup.content.description=You have been granted access to <span class="{1}">{0}</span> portal
sd.email.customer.invitation.email.signup.content.description.plain.text=Congratulations! You have been granted access to {0} portal.\n\nPlease follow this link to set up your account: \n{1}
sd.email.customer.invitation.from.email.plain.text=Welcome to {0}!\n\n{1} has invited you to the {0} portal.\n\nFollow this link to accept the invitation:\n{2}

You need to find this jar

/opt/atlassian/data/jira/plugins/installed-plugins/jira-servicedesk-application-*.jar

Please backup this file before you do any changes.

For example you can use 7zip to open the jar (is in fact some kind of zip / archive-file) and find the translation file.

For German you need to edit this file

i18n/sd-i18n_de_DE.properties

Here you find the variables for the mail:

Subject

sd.email.conversational.notification.activate.your.account=Your new subject

Body

sd.email.conversational.notification.invite.via.email.channel=Your new text
sd.email.conversational.notification.invite.via.email.channel.activate=Your new text

Blue button

sd.email.conversational.notification.activate.my.account=your new text

If you are using Linux please check the ownership of the changed jar-file.

After a restart of JIRA the changes should be effect.

Please be aware every update to the ServiceDesk will override your changed jar file.

was mentioned at SUMMIT that we can edit the welcome email in the plugin directory somewhere... digging
as root, ran from /
find . -type d -name plugin
searching what was returned... been searching for months

Yes we want it and we want it now!

We need this!

Can it really take 2 years to suppress an email?

Hey Chris O'Brien, 

This isn't an answer to the emails going out but to your other enquiry around customer portal permissions. 

By default through the permissions scheme of your service desk project, customers have access to only see their tickets and its statuses from the customer portal, nobody else's. By default, customers don't have the permissions to view any tickets on your JIRA instance as they are not granted a JIRA license. 

The email that gets sent out allows them to have a 'customer' account so that they can log in and view their tickets only. (we personally just block that email through our email filtering system as a workaround until we can customize how it is sent within JIRA - we don't want external customers accessing portal). 

I know not a full answer to your question but hopefully that helped. 

We would like to work with Service Desk in a email-only manner, without customer portal. This is not safe to make internal JIRA public. 

This message doesn't allow me to do so. It discloses our private domain which is absolutely not allowed.

There are 2 related problems:

1) Can't set separate base URL for customer portal to use service desk with separate reverse-proxy defined for non-trusted external users.

2) Email attachements added by SD agent immediately disclose the main base URL.

Please! I want external customers to be able to submit a ticket to us via email, but I don't want them to login to our portal and see the 15,000 other request types we have internally for our own staff. A good start would be to suppress the login email so they aren't driven there.

Additionally, I think you can just add two more options under Customer Permissions to make this even easier:

Customer Portal Permissions

• Customers can access and search the entire portal
• Customers have access to their opened issue(s) status and interaction only

We got tired of waiting for this to be implemented and simply had our sys admins block all outgoing email with the subject matching the welcome email subject.

Works great and customers no longer suffer the confusion the emails were causing.

I am also looking for the same feature of disabling the Welcome email to our customers. 

Hey Everyone,

Just noticed that there was an Atlassian update as of 23rd May 2017, posted to https://jira.atlassian.com/browse/JSDCLOUD-1708 which is a copy of this issue for Cloud. See JSDCLOUD-1708

Not sure why the same message was not posted here.

Correct, we were attaching files while making comments to the issue. Our helpdesk is not running any more so I can't check it, but here a link I found on the issue:

https://thepluginpeople.atlassian.net/wiki/display/JEMH/Ensure+that+attachments+added+whilst+adding+a+long+comment+are+sent

In the comment we added the attachment again, that we added to the issue before. It will add a link to the comment, which we did not yet try to get rid of. Maybe it also works without adding that link (see link above). The file was then additionally (to the link) added as attachment to the email.

Note: JEMH has a very good support. If you file a ticket you will get help.

Gabriel, would you be able to provide some more specifics on how you're attaching files directly to the emails with JEMH?  I've been working on it today and I'm still just getting links back to JIRA hosted files. Are you attaching the files while making comments to a case? 

We got around it by first having a mail server rule setup and later we installed the plugin JEMH (Enterprise Message Handler for JIRA), which can also disable this mail. It is a very powerful Mail Plugin with literally hundreds of options.

Problem with simply switching off the sing up emails comes when you try to send attachments to the customer. Attachments are a link to the portal, which the user needs to sign in first. No sign up Mail – no account – no attachments!

JEMH also takes care of this problem by allowing you to attach attachments directly to the mails.

In our eyes however, JSD failed our tests of being an easy to use Help Desk. We stopped using it after trying very hard for about 2 months. We are still looking for better alternatives.

We've had to install "Email this issue" in order to get around this one small but vital problem. Surely it can't be that hard to optionally turn off an email being sent out. 

I was able to solve for this by creating an Exchange server-side rule that simply deleted those specific outbound messages.

agreed- not sure why this is cross functional either based on their prior response, considering it is specific to the service desk 

Need this issue taken care of please.

Is it really impossible to develop this function?

Probably not, but perhaps they're going to start selling Service Desk V2 with "Improved Functionality". No point giving it to us for free...

Is it really impossible to develop this function? Atlassian, are you kidding? So many people want this function.

This welcome msg is not only unnecessary, but misleading as well. Customers don't really need to activate their account in order to get support via email. Please disable this feature once and for all.

To complete your request you'll need to first activate your account.

Hi Eric & All,

We all want this problem fixed and we all pay for this product.

Contacting support is the only way I know of currently to bring Atlassian's attention to this very issue.

Alternately, we could start a change.org campaign. Now that would be pretty funny

Justin

Created a support ticket and this is the response I received:

Unfortunately that's by design, currently. We do have the following Suggestion that's open and addresses this behaviour, so in order to receive any future updates regarding this feature's development, please vote / watch the mentioned case.

 You will notice that the link provided is to this very thread.

Ditto.

Same.

Good idea, done

I Second to Gabriel.. Good idea Justin.!

Lets all just start sending tickets to their support with high priority. May be they will listen then.

Sharing the support link again: https://support.atlassian.com/contact/

Good idea, Justin. I just did that.

Let's all do that!

Hi All,

It's obvious that posting a comment here is having no effect at all.

I'd like to suggest that everyone who wants this feature create a Support Request and notify them via that channel that this should be considered a bug that needs to be fixed as a priority.

Here's the link, https://support.atlassian.com/contact/

If there is a large volume of Support Requests created then surely someone at Atlasssian will take action.

Justin

Deal Breaker! Please someone take a look at this issue!

I have spent many hours configuring this application to test for my service team and if we cannot find a solution for this - all my work has been done for nothing!

This is also a showstopper for us. pls fix.

Really need this!

Also a Deal Breaker for us.

This is crazy to me...  This issue has 355 votes ~ 120 comments where many of them are calling this issue a 'Deal Breaker'.

Yet it has been open for 2 years without any sort of response from atlassian.

What will it take to get Atlassian's attention.

This seems like an extremely easy issue to resolve

  Add a Boolean in the settings 'Send Welcome email on account creation' when set to false don't send the email.

ATLASSIAN SUPPLYS A PRODUCT TO EASE IN THE SUPPORT OF CUSTOMERS, THEY ARE USING THAT VERY PRODUCT TO 'SUPPORT' THEIR OWN CUSTOMERS AND CLEARLY 355 OF THEIR USERS ARE NOT FEELING VERY WELL SUPPORTED!

Not having the ability to disable welcome emails completely has been a night mare for my team. I has delayed our migration to JIRA Service desk for at least two months. Figuring out a way around this is wasting so much time. Huge Deal Breaker. Having the sign up/registration email go out to an external client who is making a request for the first time is totally unacceptable for us.

This is causing us too many contact from customers and lot of confusion inside the company. This is a Deal Breaker for use of JSD in our company.

How is this improving customer service what Atlassian is advertising?

I agree we spent a long time configuring our Service Desk and we would love to be able to use it.

However, the fact that we can't disable or at least customize the new customer email is preventing us from being able to use the Service Desk.

This is a Deal Breaker and we will be evaluating other services to find a replacement if nothing is done.

Wow... We just spent two days mapping out processes and implementing SD only to run into this. DEAL BREAKER. 

Same here.

Customer: Please give me access to [your system]

JIRA Service Desk: Please set your password

Customer: This doesn't work!

Me: Sorry, that email relates to a system to which we do not permit access. I have set up your actual account  etc...

Same here. The service desk should make us more efficient but with habing to explain to every customer the Welcome and Activation email it does the opposite

We would definately like this implemented.  We don't want emails going to our externally supported users.  Not having this is preventing us from rolling out the application further.

No one wants to create an additional account to receive support. Even if the language can be changed then it would be less confusing.

Disabling this Welcome E-Mail would be appreciated, because we don't want to support a portal site for customers outside of the company. Only Email notifications should be sent.

Hi all,

Thanks for all your comments. We want to clarify that we are listening to your feedback on this. It's clear that this ticket certainly has a lot of interest behind it!

Welcome emails are part of user account creation and are cross project, which is why disabling or editing them is more of a challenge. That being said, we are exploring options to suppress the sending of emails when accounts are implicitly created - e.g. through email. 

Once again, thanks for your feedback and stay tuned for further updates on this.

Cheers,

— JIRA Service Desk Team 

It is indeed very easy to implement, but it seems like it's in conflict with Atlassian marketing politics. They absolutely want to shout at every corner that this particular company uses their JIRA Service Desk product and everyone in the client base knows that. So that the information propagates and this leads to new potential clients for Atlassian itself.

So the only solution here is a mail proxy, which cleans everything up. But it's sooo inconvenient. 

sgadalla240028492 please let us know if you can escalate this to the product manager. I already raised this to a local vendor in France that apparently escalated this directly to someone in Sidney. Nothing so far. 

+1 for this issue - its pretty annoying and confusing customers. I really need to turn this off. 

I sending my mails via google apps, any way to filter outgoing mails?

We need a settings toggle for the email AND the option to customize the content, just like all the other JSD notifications in each Service Desk project.

I don't mind the welcome email going out to new customers who have emailed in, but the existing content that we currently can't modify is just unacceptable. Clearly this forum is not working to convey the urgency of the issue. I will try to reach a product manager via a different channel.

Request raised 2 years ago. 300 Votes. For one settings flag. Really Atlassian?

You should listen to your customer. 

This is prio number one for us right now. We cannot use JIRA service desk without this feature.
We must dissable any JIRA email to customers and we cannot create all users in advance (otherwise, those who are not users will never be converted into a ticket).

We need this right now!