How to stop [email removed] added a new comment.

[Jason Klein]

Hi All, 

Recently we have been seeing our internal Atlassian email account started commenting on tickets which customers can see. 

This has resulted in a number of looping issues where our automation now updates the status of a ticket and right after the Atlassian account replies and the loop begins. 

How do I stop the Atlassian account from commenting on tickets? 

[Anusha A · Accepted solution]

Hi Jason,

Could you please confirm whether the internal account you're referring to is listed as a portal-only customer or appears under User Management with a role in admin.atlassian.com?

If so, it’s not necessary for this account to have full access or be treated as a regular user. Simply revoking its access should resolve the issue.

Note: Deleting the account is not recommended. If someone adds this email as a request participant later, Jira will automatically recreate the account.

To revoke access:

• Go to the ⚙️ Cog icon > User Management > Users

• Search for the internal email you mentioned

• Click on the user’s name and uncheck “Has access to site”

• Also, revoke access from the portal-only customers section if applicable

After making these changes, please monitor to ensure no further email loops or related issues occur.

Regards,
Anusha A 

[Jason Klein]

Excellent, Thank you Anusha. 

This fixed it, logged into the account sending the message and removed its ability to send notifications. 

Regards

Jason Klein

[Jason Klein]

Hi Anusha

Just for clarity, we turned off Customer under Jira Service Managment. 
This stopped this user from replying to tickets and creating the loop experienced above. 

Again, thank you for your help.