How Give An Alias Domain Customer Access to JSM?

[Michael diLorenzo]

Our company recently implemented an alias domain on Google Workspace.  I now have two emails addresses, firstname.lastname@company.com and firstname.lastname@companyalias.com.

The issue that I have is that only @company.com is a "customer" in our service management module, and employees can only send email to helpdesk module from their primary email address.  I would like them to be able to email the helpdesk from their alias.

I have added the alias domain as an "approved domain."  What else do I need to do in order to allow everyone that has a @company.com to send email requests to our helpdesk from @companyalias.com?

Thanks in advance.

[Andrea Rákosfalvy]

Hi @Michael diLorenzo

I recommend checking the following two settings:

• Settings () > Products > Jira Service Management > Customer access - see if you have internal customers enabled as this takes the approved domains into consideration. 
• Project > Settings > Customer Permissions - here check if access is open or restricted. If this is set to restricted access, then the new email addresses should be added as customers on the project by an agent or admin for them to be able to submit requests later. (https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/)

I hope this helps.

Kind Regards,
Andrea

META-INF Support 

[Michael diLorenzo]

This doesn't work -- the first option only checks to see if I have internal customers enabled, it doesn't give access to domain aliases.  The second option is to add the new email address as customers, thereby doubling the number of people in my Jira environment, and treating each person as two people -- one with the alias and one without.

I have reached out to Jira support, they say it can't be done.  Thanks for the response though.  :-)

[Yousef Hosny]

perfect