How to add external email address to ticket?

[Wyatt Best]

We're a college who just started using JSM for out IT helpdesk. We have synchronized a chunk of our active users with Atlassian Access, but we have tens of thousands of old accounts (former students, faculty, etc.) we don't want to import.

We frequently have scenarios like this:

1. Student from some years ago leaves a voicemail about something, such as ordering a transcript. Student includes email address in the voicemail message.
2. We look up the student in our SIS and confirm the email address.
3. We can't add the email address as the Requestor on the ticket.

Another from yesterday:

1. Faculty member CC's the helpdesk on a question from a random person, asking us to help the person.
2. We can't add the email address to the ticket as a Participant.

What am I missing here? We very frequently need to add arbitrary email addresses as either Requestor or Participant on tickets. The closest thing I can find is adding them as a customer via Project > Customers, but we don't want to send them an invitation link and confuse them.

I noted this suggestion: https://jira.atlassian.com/browse/JSDCLOUD-10494. Does that mean it's not possible to do what we want to do? How are other helpdesks with large, fuzzy customer bases working around this?

[Renzo Arriagada · Accepted solution]

Hi @Wyatt Best !

Sadly, you're right, there is no way to add/mention users with no Customer account on tickets.

What you can do is to disable to notification sent to customers created through Project > Customers by clicking on the "customer notification" link when adding customers

From there you should be able to disable the notifications clicking on the icon on the upper right corner of the form.

This is the only solution I can think of as the user needs to be created within Jira to be able to be set as Reporter or on any other field.

Hope this helps!

Kind regards,

Renzo from Servicerocket.

[Wyatt Best]

Disappointing, but thank you for answering!