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

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      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

            Assignee:
            Unassigned
            Reporter:
            Shawn C (Inactive)
            Votes:
            22 Vote for this issue
            Watchers:
            27 Start watching this issue

              Created:
              Updated:
              Resolved: