How to enable auto create customer accounts

Owned by Denny Miller
Last updated: Apr 25, 2023 by Ryan Clifton
2 min read

Note: Workaround user must belong to the Jira Administrators group in order to allow JEMHCloud to create customers. See Workarounds for more information.

Summary

JEMHC can be configured to auto create Service Desk Customers when a Customer or Jira user has not been found with the sender address. This will allow the new customers to set a password for accessing the Customer Portal.

Basic configuration to allow Customer Creation:

The following steps will create a new Customer for any sender that is not already a Customer or a Jira User.

  1. Go to Profile > Project Mapping > User and pressing Edit.

  2. Select Yes for Auto create Jira Service Management Customer

  3. Select Add Customer To Service Project. This will then add the auto create custom to the Service Project.

  4. Select Notify auto-created customer. This will send a notification to the customer that an account was created and will provide them with a link to set a username and password for their account.

The configuration above will then allow Customers to be created and notified of their account being created. Also allows the Customer to be added as the reporter on the issue.

All Customer configuration Options.

Customer must belong to the service project or to an organization in order to be involved in the issues.

There are some other options which will allow you to further customise the Customer creation process.

Add Customer To Service Project

Adds auto created customer to service project.

Add Customer To Organizations

Created customers will be added to the selected organizations.

Whitelist user creation by email address regex

Addresses matching these regular Expressions will be created as Jira Users. Regular Expressions can be created and tested within the Regex Tester. Leave blank to disable.

Blacklist user creation by email address regex

Addresses matching these Regular Expressions will NOT be created as a Jira user. Regular Expressions can be created and tested within the Regex Tester. Leave blank to disable.

Notify auto-created customer

Send a notification to the new customer. Jira Service Management doesn't notify the customer when its account is created via Rest API. As a result JEMHCloud can send a notification. It is recommended to have this notification turned on.

Registration Email Notification Format

The notification format that is used when the registration email is sent to the auto created customer. This can either be HTML or Text.

Registration Email Template Set

This is the template set that is going to be used when sending the registration email.

Send registration Email to forward user as

Select if the profile’s admin user (Forward User) should receive a copy of the registration email. Select none to disable. Current options are:

  • None - Will not be notified

  • To

  • Cc

  • Bcc

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