Prevent customer account verification emails in Jira Service Management

Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.

Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

Summary

In Jira Service Management (JSM) projects, customer accounts can be created in various ways, including (but not limited to) the three methods below:

  • Method 1 (via the Customers tab):

    • A customer can be created by a JSM agent by going to the Customers page

    • This will trigger an invitation email to the customer's email address.

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  • Method 2 (via the Email Request feature):

    • When a customer raises a request by email for the first time (without already having an account), the following events take place:

      • If configuration allows anyone to raise requests

        • An account is created for the customer

        • A verification email is sent

  • Method 3 (via the Email Request feature and using the CC header):

    • When an existing customer raises a request by email and CC an email address that does not have an associated customer account yet, the following will happen:

      • If the configuration allows sharing requests with anyone and if anyone can raise requests

        • An account will be automatically created for the email added in CC

        • A verification email is sent

This knowledge base article explains how to prevent customers from receiving verification emails when their account is created by the mentioned methods.

Environment

Jira Service Management (JSM) 3.10.0 and any higher version, Server/Data Center only.

Solution

Since the release of JSM 3.10.0, it has become possible to disable the customer account welcome/invitation email. Here are the steps to disable it:

  1. Log into the Jira application as an administrator of the JSM project for which you wish to disable the welcome email

  2. Go to the page Project Settings > Customer Notifications

  3. Enable the setting Do not send account verification emails. Once it's done, you should see a green

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    icon next to that setting, as shown below:

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By enabling this setting, welcome/invitation emails will no longer be sent to customer accounts which were created:

  • either manually from the JSM project (via the Customer page accessed from the left bar menu)

  • or automatically when a customer raised a request by email for the very first time

  • or automatically when an email address was included in CC to an email used to raise a new request

Updated on May 22, 2025

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