Email processing log failed "You don't have permission to access this service space."

[Alejandro K_ Brown]

Hello!
We have JSM pulling from 3 different 365 Exchange inboxes for 3 Spaces.

Member "B" has admin access to 2 JSM spaces for his teams.
But on the 3rd IT Space, user "B" is a customer.

When his emails are sent to his 2 team's emailboxes, they are picked up and processed by JSM email and tickets are created in his 2 Spaces normally.

But when he sends an email to the inbox of the 3rd Space, the 3rd Space's email processor is giving a FAILED error with this information:
"You don't have permission to access this service space."



Where could I have maybe restricted access to his email address in the 3rd Space?
I don't remember doing anything like that.

I see in the [Space > Access > People and access} page that their email is there and has the "Service Desk Customers" role, like every other member that emails the 3rd Space.
Every other member in the company can successfully send the 3rd Space an email and have a ticket created.

Thank You kindly in advance and be well!

[John Funk · Accepted solution]

Hi Alejandro,

Is there a portal form also for the 3rd project? And if yes, is user B able to create a ticket using it? Or simply use the Permission Helper to see if user B has Browse Project and Create Issue permissions. 

Is email out of the box enabled in the 3rd project? And if yes, is user B able to email that address and create a ticket? 

[Alejandro K_ Brown]

You helped me get to the issue John.

By checking the Permission helper, I eventually checked the "People and Access" area in the 3rd Space.

Seems his staff email was a customer of that 3rd space.

But for his 2 Spaces, we created a *licensed user* and made this "user name licensed object" the admin of those 2 spaces.

This new licensed user object is NOT a customer of the 3rd space.
EVEN THOUGH BOTH OBJECTS HAVE THE SAME EXACT EMAIL ADDRESS!

- Spaces 1 and 2 use the "user name licensed object" in the permission
- Space 3 uses the "email address named object" in the permission
- both objects use the same company email address

Seems that the 3rd space is trying to use the "user named license object" when the email is picked up, but sees that object isn't in the 3rd space permission. Even though their "email named object" is. 

Adding the "user name licensed object" to {Access>People and access] area with the [Add people] button now has the existing "email named object" and the newly added "user name licensed object" as service desk customers.

Had the person send a test email, and JSM created the ticket successfully.

Thank You again for your time and insight John.
Take care and be well!

[John Funk]

Great- glad you got it all sorted!