Configure JSM Cloud to Accept Only Email Requests
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Customers want to disable the JSM portal to accept only email requests.
Solution
You can't completely disable the JSM portal, but you can hide Request types, making them unavailable in the portal. If email requests are enabled, customers can still use the JSM mail handler to raise requests.
To know how to enable email requests, see Receive requests from an email address.
Here are the steps of how to hide the Request types for company-managed projects:
From your service project, go to Project settings > Channels & Self service > Portal settings > Portal groups tab.
Expand the existing portal groups and remove the Request types.
If there are no portal groups or Request types associated with them, customers won’t be able to raise a request in the JSM portal.
For team-managed projects, refer to How to hide request type from customer portal for team-managed projects.
The portal will still be visible and accessible when going to https://<yoursite>.atlassian.net, you may want to add a portal announcement to direct customers to use email requests.
Was this helpful?