Why does support@emc.com want access to our Jira?

[Maria Flores]

We use Jira Cloud.

A couple of people at our company have received emails from 'support@emc.com' and 'mail-noreply@google.com' requesting access to our Jira.

We haven't approved those requests yet. Why would they be asking for this access?

[Andy Heinzer]

I suspect that you have Jira Service Desk, and at least one of your users has sent out a email that includes both this email address and the email address that your JSD mailbox is checking.  In cases like this, the order of which happens first: creating the request vs adding these addition users to the case, matters a lot in regards to how Service Desk handles this.

If the request is created first, and then the reporter does a reply all and includes a bunch of other email addresses to the To and/or CC fields, Service desk will allow those other users accounts the ability to view that request in jira and comment on that issue.

However if the user sends a single email to both Jira and these other addresses, the request still gets created, but depending on the version of Jira, whether or not the other addresses automatically get added to the request can behave differently.

But this is just a hunch, I'd be interested to see the specific email you received that requests access.

[Maria Flores]

Thank you, Andrew.

We do have Service Desk and our Admin seemed to know something about this issue. I'm following up with him. We probably fall into the second scenario.

This is what the requests look like:

[Nic Brough -Adaptavist-]

You would have to ask them, we're end-users like yourself, we don't know them any better than you do.

[Maria Flores]

Yes, Nic, thanks.

I just thought someone else might have had these types of requests before and know something about them. All of a sudden we have received like 6 requests.