Invite notification types in Jira Service Management Cloud

Summary

This article explains the scenarios in which a customer will receive notifications from the Administration Hub and Jira Service Management.

Solution

What notification will they receive?

Have you ever wondered what notifications users will receive when you invite them to a Jira Service Management project on the cloud? Will they receive a notification to sign up for an Atlassian Account, or will they receive one notification to sign up for my project portal?

To understand which notification type customers should receive, you should first understand the differences between Atlassian Accounts and Portal-only customer accounts: What different account types can customers have?

Invitation notification behaviors

Atlassian Account invitation

This invitation is sent from the Admin hub on your site by the use of approved domains or product invites, which are sent from an address like <noreply+a14f4r512sd4526aa08ac4d9b7a17@am.atlassian.com>.

Jira Service Management Portal Only account invitation

The notification from your JSM instance will have the sender’s email address configured as your notification email on the Project Settings > Notification. As your service project allows you to customize customer notifications by editing your subject line and styling to better suit your brand, the notification template will reflect the settings on your 'Customer Invited" customer notification: Change the look and feel of customer notifications.

Customer access

The customer access page (accessed through Settings (cog icon) > Products > Jira Service Management > Customer access) defines how new accounts are created for customers and impacts all projects in your site.

Account Types

Under this section, when you check the Internal option, this setting will check under the Approved domains if one of them grants the Jira Service Management - Customer product access to a user based on the user domain (if one has been added; otherwise, it will check in Any Domains).

When you check the External option to allow portal-only customer accounts to be created, this setting will create a Portal-only customer account and send a Customer Notification - Invited email to the user.

Approved domains

With this setting, you can configure what access the users will receive when invited to your site (considering you're inviting them through a JSM project). If you have a domain you trust added to that list (for example, acme.com), have the Internal option checked and configure that new users will receive Jira Service Management - Customer product access; this will mean that whenever you invite a user (i.e., john@acme.com) to your JSM project, they will receive this product access. Suppose you invite a user from a different domain (i.e., john@mydomain.org); the setting will check over the Any Domain option instead and decide if they will receive a JSM - Customer product access based on the settings of this option.

For more details on how this setting works, please refer to Control how users get access to products documentation.

Example of scenarios

Below you can find a few scenarios in which a notification email will be sent to a user if X setting on the customer access page is checked.

Internal/External:✔️ Checked | ❌ Unchecked

Approved domain:✔️ Grants JSM - Customer | ❌ JSM - None