JSM Anonymous user creation and interactions.

[Rob Cadwallader]

Sorry, this might be a bit convoluted, bear with me.

We are attempting to migrate from ZenDesk to Jira Service Management for multiple support channels including those facing internal and external customers (what Atlassian describes as "hybrid"). We're running into an issue where anonymous users (no Atlassian ID, no licensing for any products) are not receiving email updates to tickets they've opened. 

I believe I understand why this is happening; Because they have no identity JSM can't assign a watcher to receive email updates. I also believe that we can configure JSM to JIT provision anonymous users which I believe will get us around this issue. The provisioning creates a user that JSM can then interact with.

The problem is, despite configuring JSM and the projects to allow "external" users and to create users that are unknown to Jira, the users aren't being created.

I suspect this is, in part, because our users are "unmanaged". 

So my questions are:

1. Are my assumptions above correct?
2. Will "managing" our users solve this problem? FYI, the users all belong to domains that are already verified in Atlassian Admin.
3. When we convert users to "Managed" accounts, I've read that they'll be considered "unverified" users. Does the system send out an initial "verification" email to everyone or do we have to manually send that to ALL of our users? And, what impact should "unverified" users expect?

[Vignesh Jayagopal]

Hi @Rob Cadwallader 

Welcome to the community.

In JSM, users don’t need to be verified/managed to receive email notifications. External users also receive notifications through Customer Notifications.

If you allow users to be created as external, they may be created as Portal-only customers rather than Atlassian accounts. Please refer to this page for more details.

https://community.atlassian.com/forums/Jira-Service-Management-articles/A-dedicated-product-access-role-for-internal-customers-in-Jira/ba-p/2279244#:~:text=To%20recap%2C%20there%20are%20two,your%20customers%20or%20prospective%20customers. 

[Christopher Yen]

Hey @Rob Cadwallader ,

Welcome to the community. 

From my understanding if the reporter is "Anonymous User" there is no reporter object with an email Atlassian can send notifications to. 

I would check this as well

• Go to Jira Administration (cog icon) → Products → Customer Access.
• Ensure "Allow customers to create accounts" is enabled.