How do I enable LDAP users, who only use email, to have customer permissions before logging in?

[Chad Goodrich]

We are using Jira Software/Jira Service Desk Server, and have added all our users (customers) from Active Directory. We set up the Default Group Assignment to add these users to the "customer" group which has the Service Desk Customer role in our Service Desk project. However, the documentation states that the group will not be added until the first login.

Our customers have previously communicated with our help desk primarily through email. Our intention was to add a mail handler to create new issues from emails to this email address, so that they could continue using this method. They could then respond to emails from agents to add comments back to their issue.

At some point in the future, once we've more fully baked our request types and knowledge base, we would promote the use of the self-service portal.

The problem is that without enabling anonymous issue creation, the customers don't seem to have the correct permissions to create issues or add comments. The users, although they appear in the customer list, do not have any groups or project roles before they log in.

Is there a way to add that group on account creation? Is there another solution? We've done some work attempting to use the JEMH addon, however, we can only have the comments from customers added as internal comments.

[Andy Brook]

Failing that, if you use JEMH (ours) you can resolve message participants addresses in LDAP to their actual username, for dynamic user creation.  With JEMH, you can auto-join such newly created users to a common access group.  Its not 'anonymous' as JEMH also enables you to whitelist your email domain, so only 'your' biz users get created.

If you're ogoing to be using email and want this, drop us a line at support@thepluginpeople.com

[Kian Stack Mumo Systems]

Chad, 

You should be able to set up a permission so that anyone with a JIRA account can raise a ticket. Inside of your JIRA Service Desk project, please navigate to the "Project Settings">"Customer Permissions" and allow those with a JIRA account to be able to raise a request. 

This should allow any user in your JIRA account, such as the customers" to raise requests without any group memberships. They should be able to just email your Service Desk and have their ticket created. 

Have you seen this before?