Email behavior
Customer Roster sends no email itself. Some things it does make Jira Service Management send its own emails. Here is exactly which.
We tested each action on a real Jira Service Management site with test inboxes, and waited at least three minutes after each one. Proven means we saw the result in the inbox (or saw nothing arrive, in every folder).
| What the app does | Email to the customer? | What arrives | |
|---|---|---|---|
| Import with Don't email anyone (default): create customer accounts | No | Nothing | Proven |
| Import with Send JSM invitations | Yes, one per new customer | Jira Service Management's invitation: "Welcome to your project" with an invitation to join your portal | Proven |
| Create an organization | No | — | Proven |
| Add a customer to an organization (import, sync rule, domain rule) | No | Nothing | Proven |
| Link an organization to a service project | No | Nothing | Proven |
| Add an existing customer to a service project | No | Nothing | Proven |
| Participant rule adds someone to a request | Yes, up to two per person | (1) the request notification with a portal link; (2) for people who have never signed in, a "confirm your email / join the Help Center" reminder. In our second test only the reminder arrived for customers who had never signed in; the estimate counts both, so it never comes in low. After that, the normal request updates. | Proven |
| Set customer or organization detail values (and undo them) | No | Nothing | Proven |
| Remove a member from an organization (sync removals, undo, clean-up) | No | Nothing | Proven |
| Unlink an organization from a service project; remove a customer from a project (clean-up and its undo) | No | Nothing | Proven |
| Undo a participant rule (take the people it added off open requests) | No | Nothing | Proven |
| Export, reports, dry runs, previews | No | — (read only) | By design |
| Not the app: an agent raises a request on someone's behalf, or someone adds people through Jira Service Management's own screens | Can be | Jira Service Management's own "Welcome to your project" portal invitation (and a reminder), when the person isn't yet a customer of that project | Seen in testing |
If a customer got a welcome email you didn't expect: raising a request on someone's behalf, or adding people through Jira Service Management's own screens (for example linking an organization to a restricted project by hand), can send Jira Service Management's welcome email. That comes from Jira Service Management, not Customer Roster. When we traced every welcome email on our test site, each one came from an invitation someone chose or from one of these Jira Service Management actions; none came from a silent Customer Roster action.
Where you choose email
- Imports are silent unless you pick Send JSM invitations to new customers. You see the number of invitations and type it to go ahead. The confirm button names it: Create 12 customers · send 12 invitations.
- Participant rules are the one feature whose job is to cause emails. They're off until you turn each one on, and turning one on means typing its weekly email estimate. See Participant rules.
- Everything else is silent. A shorter version of this table is in the app under Settings → Help → Who gets an email.
Things Jira Service Management does on its own
- "Invited · Unverified email". Customers created silently show this label with a Resend invite link, although no email was sent. If an agent clicks Resend invite, that asks Jira Service Management to send an invitation.
- Organization sharing. When an agent or customer shares a request with an organization, Jira Service Management emails that organization's members once ("shared with your organization"). That's why a correct organization matters — and why the app never guesses. See Clean-up.
- Silent customers aren't signed up. Silent creation only creates the account. When you want someone to sign in to your portal, send them an invitation (choose it on import, or use Resend invite in Jira Service Management).
Check spam. In our tests, Jira Service Management's invitation and notification emails landed in Gmail's Spam folder. If you send invitations, tell your customers to look there, or ask their IT to allow mail from your Jira Service Management address.