Email integration with Jira

[Thabo]

Hi everyone,

I’ve put together a short write-up of the issue I’m running into here:

https://asadventure.atlassian.net/wiki/external/NTA1NzA2NjNhYzEwNDlmNWIwYTg3YWI5MzBhNTRlOTY

For some reason, I can’t figure out which setting is preventing non-customers from creating tickets in Jira.

I tested this in a separate environment that I set up for troubleshooting, and there I was able to create a ticket using an email address that was previously unknown to the environment. This makes me think there’s a specific setting in our environment that is blocking unknown users (aka non-customers) from submitting requests.

We do sync customers through Entra ID. Could that be related to what I’m seeing here?

I’m hoping someone has run into this before and can point me in the right direction.

Thanks in advance!

[Marc -Devoteam-]

Hi @Thabo 

Are the customer permission on global level, not allowing public signup?

https://asadventure.atlassian.net/jira/settings/products/servicedesk/customer-access

Is the email channel configured on the space?

Can you provide screenshots of the settings?

[Joseph Chung Yin]

@Thabo 

I agreed with Marc's replies.  Here are some additional information for you to check -

Customer Access KB - https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

Customer Access UI - 

Hope this helps.

Best, Joseph