One user (only one) cannot email our Service Desk

[Sed_Charic]

I have a user that tried to submit a Service Desk ticket via email, but it did not go through. The message shows up in the mail log as "failed" with the message "You do not have access to this Service Desk." This is the only user for whom this is an issue, and I have been completely unable to determine why this is happening and how to fix it. Some additional info:

• I have looked into permissions and all of our settings look proper; they also work for other customers
• I have verified that this user is added as a customer, so their email should go through
• I sent a test from another account before adding it as a customer, and it was rejected with a different message (Signup is not available)
• After adding this account as a customer, I was able to create a ticket via email and have regular interactions and resolved the ticket without issue
• The user in question is a bit of an anomaly as they use Jira Core (Cloud) and Confluence (Cloud), but another user who also uses these products is able to create tickets via email without issue

It would seem there's some "switch" I need to turn on or off, but I am unable as of yet to figure out what that switch is. I am new to this system, so I do apologize if I'm raising an issue with an obvious solution.

Thanks in advance for any insight that you can provide.

[Jack Brickey · Accepted solution]

it sure seems like the email is not a registered customer. Name aside did you look closely to ensure the email addresses match (attempted ticket creation & customer configured). have you tried removing and adding back the customer?

[Sed_Charic]

Jack,

Thank you for your input. The email addresses did match, but I went with your suggestion and deleted him from the customer list. Once I did that, I was able to see the username associated with his profile, so I guess the system made two accounts associated with the same email address? Strange, but I've seen two other instances of that in my month-plus of working with the system.

Any insight on why that would happen is appreciated, but I am grateful that your suggestion led to the solution. Thanks so much.

[Jack Brickey]

You should check under Jira settings > User management and see if there are two users and consolidate/remove the extra.