Can't fix receiving requests by email

[Alexander Goldberg]

Hello!

Please, help us for the following problem.

We want to receive customer requests by email to Jira Service Desk for one of the projects. We add the e-mail by Project settings > Email requests, Add an email address.

Test was OK, test mail went from Jira to this email for request and go back as an issue to our project. We add a few customers to our project.

But still we don't have any new issues by their mails. Their mails are in the box without any result to JIRA project.

Hope for help! Kind regards, Alexander

[Maksim Smetannikov · Accepted solution]

Hi Alexander,

In "Project Settings" -> "Customer permissions" -> "Who can raise requests?" you need to install: "Anyone can email the service desk or raise a request in the portal"

[Alexander Goldberg]

Hi! Thanx for the answer. There is no result unfortunatelly. I read that it's possible to add customers without account: "Customers who do not have Jira accounts are added to the Customers project role" but I can't find how to do it?

Kind regards, Alexander

[Maksim Smetannikov]

Сan you check this value?
"Who can customers share requests with?"

It should be like this: Any customer, by typing an email address

[Alexander Goldberg]

Thanks!

It starts to treat and add to JIRA any emails...

Really we wanted to have requests by email only for the customes which added to the project (even they don't have JIRA account but add as customer)

Is it possible?

[Maksim Smetannikov]

Yes we do. In this case:
1) Tick Who can raise requests? = Customers who are added to the project

2) In the left menu of the project select "Customers" -> Add customers -> Enter username -> Click "Add"

[Alexander Goldberg]

Ok:

- "Customers who are added to the project" - it was firstly marked. And we didn't have the result of mail request in JIRA (it's the reason for starting this topic)

- when I want to add customer this customer should be created as user in advance with account, is it right? I did these accounts without access to "JIRA Service Desk" (I don't need one more license for them). And we do'n see the new issues by their mail...

[Maksim Smetannikov]

when I want to add customer this customer should be created as user in advance with account, is it right?

Yes that's right

I did these accounts without access to "JIRA Service Desk" (I don't need one more license for them)

It is truth too. License for customers is not required.

To make sure that you are on the right track I will clarify:

2) In the left menu of the project select "Customers" -> Add customers -> Enter username -> Click "Add"

Did you make second item from my previous post?

It should look like this: 

[Alexander Goldberg]

[Alexander Goldberg]

Seems I have totally the same. only some translation (not my!) to Russisn, but I beleive You see right chars :) 

Is it right - I have the same as You send screen photo?

[Alexander Goldberg]

And one more question I can't find answer. Is it right that JIRA can take and transfer to the issues only mails which marked Unreadable? During which time it takes them from the post box? Thanks for you answers and support a lot!

[Maksim Smetannikov]

Fine! I see two clients can create requests. But how do you write from email addresses "@example.com"?:)

Email addresses from which you send email is in this list?

[Maksim Smetannikov]

And one more question I can't find answer. Is it right that JIRA can take and transfer to the issues only mails which marked Unreadable? During which time it takes them from the post box? Thanks for you answers and support a lot!

https://confluence.atlassian.com/jirakb/troubleshooting-jira-service-desk-incoming-mail-790960076.html

[Alexander Goldberg]

@example.com left from the basic...  our name is SPBSTU.RU, my fault - cut too much from screen copy

Thank You a lot! Seems it starts to work as we wanted... hope it doesn't stop :)!

Thanx for support!