Welcome Mail for service desk customer is send, but account verifaction email is disable

[Nicole nic_wie]

Hi,

what's wrong?

Each time i add a customer to an organization the welcome mail is send, how can i change this.

Thanks in advance

Nicole Wieser

[Jack Brickey]

@Nicole nic_wie, are the customers that you are adding new or existing customers that you are simply associating to an Organization? If the former and you wish to never send an invite email the go to project - project settings - customer notifications and disable the Customer invited notification. If the latter, it is my understanding that that should not be happening so would be interested in knowing if that is what you are experiencing.

[Nicole nic_wie]

Hi,

i've tried both ways. But the mail was always sending.

We want to add new customers to an organization and I've disabled this setting:

[Jack Brickey]

I’m guessing you are on server given the different notification rule naming. For sure I would leave that enabled. Is it possible that you have a Custom Notification? In cloud there is a link in the Customer notifications screen to crelate a Custom notification which is just an automation rule to send an email.

[Nicole nic_wie]

Hi,

i've enabled the setting and now no mail is send.

Thanks very much.

Nicole

[Jack Brickey]

Oops! My bad, I misread the text totally missing the “not”. :-(

for sure if you want the customer to be notified when they are added then leave enabled.

now back to you original problem, I need to test this myself. Maybe something has changes to send the notification but I find that odd. I would recommend reaching out to Atlassian Support and inquiring about this so as not to wait on me. Too regardless of my outcome we may need Atlassian’s official answer here.

[Nicole nic_wie]

Hi,

i've enabled the setting and now no welcome mail goes out. Only i add an existing user to the organization, then the welcome mail was send.

Regards

Nicole

[Jack Brickey]

let me back up here and ensure I know what your goal is. What exactly do you want to happen regarding welcome emails?