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      JIRA Service Desk: 3.3.0 

      Problem when allocating existing customer to organization. 

      All our users are already defined in JSD via AD sync. When we allocate users to organization in JSD, an invitation is sent to the staff. Following the link asks them to sign up to the service desk. (They are existing users, and causes significant confusion). 

       

      (Tried to search for existing open tickets on this but havent found any. Please close ticket if this issue is already logged)

       

          Form Name

            [JSDSERVER-4641] Disable invitation email when assigning customer to organization

            @Brainna Pasko: you are absolutely right. I tested it today and no mails were sent. So guess I did something other then I thought I did when a mail was sent. Thank you so much for the help. (Jira Service Management 4.14.1)

            Daphne Thunnissen added a comment - @Brainna Pasko: you are absolutely right. I tested it today and no mails were sent. So guess I did something other then I thought I did when a mail was sent. Thank you so much for the help. (Jira Service Management 4.14.1)

            @daphne.thunnissen When we add a user that already exists in that project to an organization a verification email does NOT send, I just tested it again to be sure. Since we turned that "Account verification email" setting on in the SD project emails are no longer going out (thankfully). We have an LDAP user directory so all of our users are created automatically when it synchronizes, so we would never be adding a brand new user to an organization we do it as sort of a cleanup after the fact. Not sure if our user directories are playing a part or if it's a versioning difference between our environments (we have JIRA Service Desk version 4.5.4 for server) but this setting does work as expected for us.

            Brianna Pasko added a comment - @daphne.thunnissen When we add a user that already exists in that project to an organization a verification email does NOT send, I just tested it again to be sure. Since we turned that "Account verification email" setting on in the SD project emails are no longer going out (thankfully). We have an LDAP user directory so all of our users are created automatically when it synchronizes, so we would never be adding a brand new user to an organization we do it as sort of a cleanup after the fact. Not sure if our user directories are playing a part or if it's a versioning difference between our environments (we have JIRA Service Desk version 4.5.4 for server) but this setting does work as expected for us.

            @Brainna Pasko; that's not the solution. If a customer already exists in the project and you add them to an Organization an email is sent. So disabling the "Do not send account verification emails" doesn't help as the person already exists. 

            Daphne Thunnissen added a comment - @Brainna Pasko; that's not the solution. If a customer already exists in the project and you add them to an Organization an email is sent. So disabling the "Do not send account verification emails" doesn't help as the person already exists. 

            This is actually now an option in Service Desk 4.5 (specifically we have 4.5.4). 

            Under Customer Notifications there's now an option to disable them. "Do not send account verification emails" 

            Brianna Pasko added a comment - This is actually now an option in Service Desk 4.5 (specifically we have 4.5.4).  Under Customer Notifications there's now an option to disable them. "Do not send account verification emails" 

            +1, really needed!

            Andreas Lärkfeldt added a comment - +1, really needed!

            H K added a comment -

            This is not a functional workaround, because in the meantime there will no e-mails be send at all. This could be even worse than getting an invitation e-mail.

            H K added a comment - This is not a functional workaround, because in the meantime there will no e-mails be send at all. This could be even worse than getting an invitation e-mail.

            valterj added a comment -

            This will not work when the users are auto-created or you have automated email traffic.

            valterj added a comment - This will not work when the users are auto-created or you have automated email traffic.

            Workaround:

            1. Disable Outgoing Mail from Administration -> System -> Outgoing Mail.
            2. Add users to organization.
            3. Enable Outgoing Mail.

            Krzysztof Krajewski added a comment - Workaround: Disable Outgoing Mail from Administration -> System -> Outgoing Mail. Add users to organization. Enable Outgoing Mail.

            We worked around the problem by using the REST API to add users to organization.  This bypasses sending the e-mail to the users.

            Information is here.

            Barby Everett added a comment - We worked around the problem by using the REST API to add users to organization.  This bypasses sending the e-mail to the users. Information is here .

            This is how we worked around the problem.

            1. setup a local fake SMTP server (we used Dumbster: https://github.com/kirviq/dumbster)
            2. enable debugging on the Jira Outgoing Mail debug log
            3. configure the Jira Outgoing Mail Server to point to the fake SMTP server
            4. create the Organization and paste the list of users into it
            5. configure the Jira Outgoing Mail Server to point back to it's original host
            6. disable debugging on Outgoing Mail debug log
            7. check the Outgoing Mail log for any valid emails that might have been sent to the fake SMTP server

            Dave Hollinden added a comment - This is how we worked around the problem. setup a local fake SMTP server (we used Dumbster: https://github.com/kirviq/dumbster ) enable debugging on the Jira Outgoing Mail debug log configure the Jira Outgoing Mail Server to point to the fake SMTP server create the Organization and paste the list of users into it configure the Jira Outgoing Mail Server to point back to it's original host disable debugging on Outgoing Mail debug log check the Outgoing Mail log for any valid emails that might have been sent to the fake SMTP server

            H K added a comment -

            Is there a solution or workaround for this issue? Is it even possible to change the text of this email? I have not found any option or fiel for that.

            H K added a comment - Is there a solution or workaround for this issue? Is it even possible to change the text of this email? I have not found any option or fiel for that.

            subitoag added a comment -

            Sometimes "convention over configuration" sucks, so in this case.

            subitoag added a comment - Sometimes "convention over configuration" sucks, so in this case.

            This feature is a must! We are still setting up our JIRA Servicedesk and do not want our customers to know about this untill it all works as desired. Then we will inform our customers. However because there is no way to turn it off JIRA has already sent out unwanted invitations to (deliberately uninvited) customers when added to an organizations. 

            Oragnizations need the same option to turn of sending invitations as done with adding customers..

            Citygis PBS Beheer added a comment - This feature is a must! We are still setting up our JIRA Servicedesk and do not want our customers to know about this untill it all works as desired. Then we will inform our customers. However because there is no way to turn it off JIRA has already sent out unwanted invitations to (deliberately uninvited) customers when added to an organizations.  Oragnizations need the same option to turn of sending invitations as done with adding customers..

            This issue almost killed our operation team lead. Please fix it today! Or ASAP!!!

            YuFeng Deng added a comment - This issue almost killed our operation team lead. Please fix it today! Or ASAP!!!

            Also experiencing this issue.

            As one of our JSD projects is public but we often deal with organisations this causes a lot of problems and confusion when we tidy up our customers into organisations.  

            Simon Peters (L) added a comment - Also experiencing this issue. As one of our JSD projects is public but we often deal with organisations this causes a lot of problems and confusion when we tidy up our customers into organisations.  

            This is also a problem for us.

            daniel.hedberg added a comment - This is also a problem for us.

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              0060dc26da5f IT Department
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                Created:
                Updated: