Customers added to this service project only by agents and admins

[Mohammed Arafat Naidoo]

Good day everyone, 

I trust that all is well 

Being in charge of our support teams processes, I want to ensure that we also take security seriously when it comes to users that log calls to our support team. We are a small business that is currently growing and rely on our systems to work for us. One of the settings that I want to turn on is under ''Customer Permissions '' with the specific setting to be turned on: ''Customers added to this service project only by agents and admins.''

The reason that we need this to be turned on is due to receiving multiple emails to our support team from users who do not exist and potential non-authorized users. This creates a host of issues for our support teams from wasting time on calls logged to potentially making changes or handing out information to potential individuals who are not part of our customer base but might be posing as such. 

Now, turning the feature on is relatively easy (this also solves another issue where if the setting is turned on, users will only have access to the relevant support portal - we currently have 2 support projects) so this fixes 2 issues for us. 

It then leaves us with another issue where someone who might be an authorized user has not been added to Jira as a customer, tries to log a call but does not receive any notification to tell them what to do in this case. I've tried automation but it relies on an issue being created first as a trigger before any other notification goes out to a user. 

I need to setup a notification for someone who has not being added to the system, to tell them the reason they have not received an issue number and maybe give them some instructions to follow to become an authorized user, i.e., contact their administrator etc. 

Any help or guidance will be greatly appreciated. 

Regards