Prevent Agent from raising request on behalf of someone not in system by entering email

[Sherryl Radbil]

We've been running JSD since April 2017 and suddenly discovered an untrained, new agent, can add a new client user to the Jira Internal Directly by doing Raise this request on behalf of and entering the person's email.

Server docs (we are on server 3.16.9), on closer examination, make it clear that this is by design https://confluence.atlassian.com/servicedeskserver0316/raising-requests-on-behalf-of-customers-961789437.html

How can we prevent this?

Customer permissions on the project are set to Customers who are added to the project

Obviously we want to train our agents to only choose people who are registered, but we also want to ensure no mistake is made.

[Angélica Luz · Accepted solution]

Hello Sherryl,

Thank you for reaching out to Atlassian Community!

Checking the documentation and the permissions in Jira, currently, there is no configuration that prevents agents to create new customers.

We have some feature requests suggesting the implementation of this ability:

• Option to set permission for Agent to create customer
• Prevent Service Desk Agents from Creating New Customers from the Project Page
• As an admin, I would like to restrict agents/admins from creating new customers 

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica