Disable automatic reply to non customer

[Christian Diesener]

Hello,

we've setup Jira in a way, that only our employees can raise tickets. However, if someone sends a mail to our inbox, he will be informed, that self registration is disable. However, I do not wan't external sources to be informed via mail that they are rejected or their ticket creation failed. They should not get any reply. How can we achive this?

Best Regards

[Marc - Devoteam]

Hi @Christian Diesener 

Welcome to the community.

Disable the customer notification, create an automation rule and based on creation of an issue and a condition to check if the reporter is in a group of internal users and then send an email.

[Christian Diesener]

Hi @Marc - Devoteam 

thanks

Technically that is an option, however it is a compromise. We have limited automation runs in our plan and we need to setup all the notification again in different languages. In my opinion it should be a no brainer, that external user do not get any information. There must be either a different solution or it should be implemented.

[Marc - Devoteam]

Hi @Christian Diesener 

This is not feasible as you want, you can reach out to Atlassian for this.

The notification is not user based, but based on issue created, by received email, not who is sending this.

This is the same as a mailbox, I won't check if the sender is external, otherwise anyone would use this option and there was no need for spam filtering

But limited runs on automation, you are on a premium tier. So you limit is, 1,000 multiplied by the number of users.

So if you have 50 users, you have 50000 executions per month. What is your current usage and how many issues are created each month.

By the way how are your JSM customer settings configured?

[Christian Diesener]

There is a fundamental misunderstanding :) Non customer do not create any issues. They get a reply, that the self registration is disabled and they need to be invited. However, they should not get this message. Either they can create issue or they can't. If they can't, they should not get this message. In fact, they should never get any reply.