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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

            [JSDSERVER-4088] Prevent Service Desk Agents from Creating New Customers via CC on Email

            Sarah A made changes -
            Description Original: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4088].
              {panel}

            h3. 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.

            h3. Suggested Solution
            Provide an option to Cloud Service Desk Admins to prevent new Customer Creation via Email when an Agent CCs a non-Customer on an email
             
            h3. Workaround
            No workaround available as of now
            		New: {panel:bgColor=#e7f4fa}
            *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4088].
            {panel}
            h3. 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.
            h3. 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
            h3. Workaround

            No workaround available as of now

            Vincenzo Biasi added a comment -

            Is this really fixed? We're experiencing the exact same behaviour on a current release JSD.

            Customers cannot create other customers by CC'ing but Agents still do. Am I missing something?

            Vincenzo Biasi added a comment - Is this really fixed? We're experiencing the exact same behaviour on a current release JSD. Customers cannot create other customers by CC'ing but Agents still do . Am I missing something?
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012199 ] New: JAC Suggestion Workflow 3 [ 3645829 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue is related to JSDSERVER-6004 [ JSDSERVER-6004 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue is related to JSDSERVER-2126 [ JSDSERVER-2126 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue is related to JSDSERVER-5386 [ JSDSERVER-5386 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue is related to JSDSERVER-4124 [ JSDSERVER-4124 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2666058 ] New: JAC Suggestion Workflow [ 3012199 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322440 ] New: Confluence Workflow - Public Facing v4 [ 2666058 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]

            Jari Riihimäki added a comment -

            We have exactly same problem, can you please describe how / where the  feature flag "sd.agent.always.can.invite.customer" should be set on the server ?

            Jari Riihimäki added a comment - We have exactly same problem, can you please describe how / where the  feature flag "sd.agent.always.can.invite.customer" should be set on the server ?

              Unassigned Unassigned
              scranford Shawn C
              Votes:
              22 Vote for this issue
              Watchers:
              27 Start watching this issue

                Created:
                Updated:
                Resolved: