Portal-only accounts on an Open JSM project not working

[Peyton Kuhn]

Hello, 

We have the following global settings set for our customer access:

And the JSM space is set to OPEN. 

But when I send an email to the space, I am getting a response from Atlassian "To finish sending your request to ____, follow the link below." and the request is not created. 

Is it possible that there is another global setting that could be blocking our portal-only customer access?

[Trudy Claspill]

Hello @Peyton Kuhn 

Referring to your earlier post:

https://community.atlassian.com/forums/Jira-Service-Management/Allow-external-users-to-send-emails-without-creating-an-account/qaq-p/3203660

...there must still be an account set up for a person trying to submit a request via email. Setting your portal access to Open does not change that.

What you need is for the account to be created automatically based on the email being received by JSM.

I was going to direct you to the following KB:

Enable automatic accounts creation through email requests 

But in reviewing the contents it seems like you have already followed its guidance and your settings match what they recommend. Am I correct that you already followed the guidance in that article?

[Trudy Claspill]

Can you tell us what setting you have selected here:

1. From the top right of your screen, select Settings (), then Apps.

2. Under Jira Service Management, select Email requests.

3. Under Account creation for customers, what is selected?

And here?

1. From the top right of your screen, select Settings (), then Apps.

2. Under Jira Service Management, select Customer Access.

3. Under Portal Access, what is selected?

I was prompted to ask those questions based on what I am reading here:

Create new accounts through email 

[Peyton Kuhn]

Hi @Trudy Claspill  yes everything you said above is correct. Our settings match every guidance I have found regarding this scenario. 

Last night I tested removing the check for Internal (in screenshot above) and it created a ticket without sending the invitation email (which is what I have been trying to accomplish).

But I am unsure what that means for our internal users. 

Also, I was looking at our approved domains. JSM has any domain and role is set to Customer. I don't think it should be set to User (Agent) either but Customer may be what is causing the issue according to the Atlassian AI agent. 

I did not test just changing the domain and leaving the checkbox next to internal. 

[Peyton Kuhn]

@Trudy Claspill 

Under Account creation for customers, the first bullet is selected. I tested changing it to the second bullet and that did not work. 

Under Portal Access, Allow customers to create accounts bullet is selected.

[Trudy Claspill]

Are you trying to set this up for internal users (members of your domains) to be able to create tickets without having to set up an account? Or for external users (people that are not members of your domains)?

This is a bit out of my area of expertise to diagnose. I would assume that the instructions provided from Atlassian in the first document I linked would do the trick, but it may depend on whether you are trying to apply this to people that are or are not members of your domains.

Being out of my depth on this topic, and given that you are a Product Admin, I recommend contacting Atlassian Support directly to get clarity on the appropriate configuration settings. You can open a support case with them at

https://support.atlassian.com/contact/#/

If you do contact them and they are able to help, it would be great if you report back here what the solution is.

[Peyton Kuhn]

This JSM space is for internal users and external users.

The AI chat was helpful. I am thinking the cause is having the domain for JSM roles set to customer which is causing Jira to want to create an internal account for every email that is sent to the space. 

and yes, the document you linked has been helpful. I am going to test tonight and see if this works for us. Thank you!

[Arkadiusz Wroblewski]

Hello @Peyton Kuhn 

Yep, Open project access alone is usually not enough here.

If portal-only accounts are not working, I would first check the global settings, not only the project setting:

Customer access must allow customers to create their own accounts

Email requests must allow account creation for new customers

the project itself should still be set to Open

I would also check whether the sender domain is being treated as an internal / approved domain, because that can change the account creation behavior.

So in cases like this, the issue is often not the Open project setting itself, but one of the customer access / account creation settings in JSM.

Also worth checking: the email processing / mail audit logs, because they usually show the real reason, for example:

customer cannot create account ?

customer has no portal access ?

internal account handling kicked in ?

duplicate account already exists ?

So I would start there first. If you can share the exact error text from the logs, that would make it easier to narrow down. ?

[Peyton Kuhn]

@Arkadiusz Wroblewski  The log has Condition Pending, Account verification required

[Peyton Kuhn]

I suspect the issue may be the domain or the internal user settings overriding the external user settings

[Arkadiusz Wroblewski]

@Peyton Kuhn 

Mark Checkbox "Customer can acces and send Requests from the Portal without Logging in" and check again Behaviour.

[Peyton Kuhn]

That did not work