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