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  1. Jira Service Management Data Center
  2. JSDSERVER-4088

Prevent Service Desk Agents from Creating New Customers via CC on Email

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      If a Service Desk Agent CCs a non-Customer User in an Email to a Service Desk Project, that non-Customer will have an account created for them and is added as a Request Participant on the Issue.

      Note: Agents should be careful working outside of JIRA Service Desk. If the agent works with email only, they may create accounts unknowingly. If an agent CC's any email address while replying to a service desk notification, they will create an account for that address and add that account as a request participant.

      Suggested Solution

      Provide an option to Service Desk Admins to prevent new Customer Creation via Email when an Agent CCs a non-Customer on an email

      Workaround

      No workaround available as of now

            Unassigned Unassigned
            scranford Shawn C
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              Created:
              Updated:
              Resolved: