jira cloud notifications for non licensed users

[Barry Hueston]

Hello jira support, 
we have a number of users who create jira tickets via our support email address (i.e. Non licensed users). We have configured an incoming email server to process these requests. There are no issues with creating the tickets, however we are NOT able to send notifications back to the originating email address of the person who raised the request.  The notifications are being routed back to our support email address.

We have configured mail handler and selected the following option
Support Email

Create a new issue or add a comment to an existing issue

How can we change the settings to route the email notifications back to the originating address?

Thanks in advance. 

[Walter Buggenhout]

Hi @Barry Hueston and welcome to the Community!

You tagged your question as related to Jira Service Management (JSM) but got me confused when you mention configuration for a mails handler and non-licensed users. From what you describe, it is almost as if your support email address is being set as the reporter of the tickets, which is not really expected behaviour if you set up a JSM email channel properly.

Have a look at this support article that explains how customers receiving notifications is default behaviour and this article series on how to configure requests from email in JSM.

If this does not match your situation, do provide more detailed information about your environment and how it has been set up.

Hope this helps! 

[Barry Hueston]

Hi @Walter Buggenhout 
Thanks for responding to my query.  We are using service desk on jira cloud.  I've updated the tags.  Thanks

Yes, I agree with you, it would appear that support email address is being set as the reporter.  

Do you know where can I check the settings related to the reporter assignment for tickets created via email?  The emails originate from users who are not registered on our platform.

Thanks
Barry

[Walter Buggenhout]

Before I can tell you more about that, @Barry Hueston, have a good look at your configuration and find out:

• if you are on cloud or data center;
• if you are really using JSM or Jira Software for this

I am under the impression that you are trying to use Jira Software's email handler or an email app to pull in emails from an external email address rather than properly connecting a JSM email channel to read from a mailbox. If that impression is true, you might be facing bigger challenges than just dealing with how the reporter is being set on your created issues ...

[Barry Hueston]

Thanks @Walter Buggenhout 

Versions listed below:

Deployment Type: Cloud
Jira Cloud detected.

Checking Jira Service Management...

Jira Service Management is installed and accessible.

JSM Info: {'version': '1880ad5e096033bb3b3098e5db8fe1cdb2d8fc0f', 'platformVersion': '1880ad5e096033bb3b3098e5db8fe1cdb2d8fc0f', 'buildDate': {'iso8601': '2025-05-01T14:32:14+0100', 'jira': '2025-05-01T14:32:14.000+0100', 'friendly': 'Thursday 2:32 PM', 'epochMillis': 1746106334000}, 'buildChangeSet': '1880ad5e096033bb3b3098e5db8fe1cdb2d8fc', 'isLicensedForUse': True, '_links': {'self': 'https://.atlassian.net/rest/servicedeskapi/info'}}


Under system, we have added Incoming Mail setting and also a Mail Handler.

[Barry Hueston]

Thanks @Piyush Annadate _ACE Pune_ and @Walter Buggenhout 
This is very useful information. 
I can see that we have both a jira email handler and JSM channel handler configured (2 separate email addresses).

The problem seems to be the way the email channel is dealing with non-licensed users.  I get the following error when I send an email from a non-licensed user to the email registered on the email channel.

"Sorry, self-signup is disabled for this help center. You need to be invited first."

I also tested with a licensed account and a jira was created.

Is it possible to create jira tickets through the Project level email channel for non-licensed users?

[Piyush Annadate _ACE Pune_]

Hello @Barry Hueston ,
Do you have a default reporter mentioned in the mail handler? Any unknown recepeints mails  seems to be getting created using the default reporter. 

Here's the process https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/.

With JSM, you should be using JSM email config  -- https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/

[Barry Hueston]

Hi @Piyush Annadate _ACE Pune_ 
I have checked all of the configuration related to the JSM email setup and it appears to be correct. 

I can send an email to the default jira email address: support@company.atlassian.net and a jira ticket is created within the correct project. 

I receive a notification from support@company.atlassian.net when the ticket is created. However, I do not receive any subsequent notifications during state transitions or when I add a comment. Both internal and customer notifications are configured for the project.

I've read through the links you listed above and everything appears to be in order with regard to the configuration but I'm clearly missing something. 

Thanks in advance.

[Piyush Annadate _ACE Pune_]

Can you share the Customer Notification setting of the project?

[Barry Hueston]

[Barry Hueston]

Thanks @Piyush Annadate _ACE Pune_ config listed above.