E-Mail Nutzer können keine Tickets anlegen - fehlende Berechtigung

[Sebastian Dohnal _SD_ - jfnetwork GmbH]

Hallo Community,

seitdem wir vor kurzem die Cloud-Migration durchgeführt haben, können die externen Kunden keine Tickets mehr per Mail erstellen.

Über den Mail-Handler habe ich die Funktion bereits getestet und als Ergebnis erhalten:

Der Vorgang kann aufgrund einer ungültigen Lizenz nicht erstellt werden. (Sie können derzeit keine Vorgänge erstellen, da dafür Zugriff auf eine Jira-Anwendiung erforderlich ist. Um Zugriff auf eine Anwendung zu erhalten, müssen Sie Mitglied einer Gruppe sein, die einer Anwendung zugewiesen ist)

Soweit verstehe ich das Problem, allerdings stellen sich mir zwei Fragen:

1) Ich möchte, dass jeder, der eine Nachricht an den Support schreibt, ein Ticket erstellen kann - da nicht jeder Mitarbeiter unserer Kunden bekannt ist. Das wäre somit ja nicht möglich. Vermutlich ist das eine Einstellungssache, aber ich finde nicht, wo das ist.

Meine "Wunsch-Lösung" wäre im Grunde, dass jeder der an die Mail-Adresse schreibt ein Ticket anlegt mit seiner Mail-Adresse als Autor. Die Zuweisung zu einer Organisation und das anlegen des users würde dann unser Support übernehmen.

2) Ich habe versucht, eine Gruppe mit den usern zu erstellen. Das funktioniert auch, allerdings kann ich nur Zugriff als "Agent" gewähren - und das wären ja lizensierten (also bezahlte) nutzer.

In der on-Premise Version hat das problemlos funktioniert. Was mache ich falsch? Es geht um JIRA SERVICE MANAGEMENT

Vielen Dank für euere Hilfe

[Trudy Claspill · Accepted solution]

Hallo @Sebastian Dohnal _SD_ - jfnetwork GmbH 

Willkommen in der Atlassian-Community!

Zuerst müssen Sie die Einstellungen für das Produkt Jira Service Management überprüfen. Dies kann von einem Jira-Administrator oder einem Site-Administrator durchgeführt werden.

Klicken Sie oben rechts auf das Zahnradsymbol neben Ihrem Avatar.

Ausgewähltes Produkt.

Klicken Sie im neuen Bildschirm im linken Bereich unter „Jira Service Management“ auf „E-Mail-Anfragen“.

Stellen Sie sicher, dass „Ko

ntoerstellung für Kunden“ auf „Jeder kann neue Konten erstellen“ eingestellt ist.

Klicken Sie anschließend im linken Bereich auf die Einstellungen für „Benutzerdefinierter Zugriff“.

Stellen Sie sicher, dass „Portalzugriff“ auf „Kunden das Erstellen von Konten erlauben“ eingestellt ist.

Möglicherweise müssen Sie auch sowohl die internen als auch die externen Optionen unter „Kontotypen“ aktivieren. Ich bin mir darüber nicht sicher.

Überprüfen Sie anschließend die Einstellungen im Service Management-Projekt selbst.

Klicken Sie im Projekt auf „Projekteinstellungen“ und wählen Sie „Kundenberechtigungen“.

Stellen Sie sicher, dass „Zugriff auf Serviceprojekte“ auf „Jeder, der in den Kundenzugriffseinstellungen zugelassen ist“ eingestellt ist.

Diese Änderungen sollten es jedem ermöglichen, auf Ihr Service-Management-Portal zuzugreifen, indem er eine Anfrage per E-Mail sendet.

---

Hello

Welcome to the Atlassian community!

First you need to check the settings for the Jira Service Management product.  This can be done by a Jira Administrator of a Site Administrator.

Click on the gear icon near your avatar in the upper right corner.

Select Product.

In the new screen in the left panel click on "Email Requests" under "Jira Service Management".

Ensure "Account creation for customers" is set to "Anyone can create new accounts".

Next click the "Custom Access" settings in the left panel.

Ensure "Portal Access" is set to "Allow customers to create accounts"

You may also need to enable both the Internal and External options under "Account Types". I am not sure about that.

Next check the settings in the Service Management project itself.

In the project click on "Project Settings" and select "Customer Permissions".

Ensure "Service Project Access" is set to "Anyone allowed on customer access settings".

Those changes should enable anybody to access your service management portal by sending a request via email.

E-mail users cannot create tickets - lack of authorization

Hello community,

since we recently performed the cloud migration, external customers can no longer create tickets via email.

I have already tested the function via the mail handler and got the following as a result:

The operation cannot be created due to an invalid license. (You cannot currently create issues as it requires access to a Jira application. To gain access to an application you must be a member of a group assigned to an application)

So far I understand the problem, but I have two questions:

1) I want everyone who writes a message to support to be able to create a ticket - since not every employee is known to our customers. So that would not be possible. It's probably a setting thing, but I can't find where it is.

My "desired solution" would basically be that everyone who writes to the e-mail address creates a ticket with their e-mail address as the author. Our support would then take over the assignment to an organization and the creation of the user.

2) I tried to create a group with the users. That also works, but I can only grant access as an "agent" - and that would be licensed (i.e. paid) users.

In the on-premise version, this worked without any problems. What am I doing wrong? It's about JIRA SERVICE MANAGEMENT

Thank you very much for your help

[Sebastian Dohnal _SD_ - jfnetwork GmbH]

@Trudy Claspillthank you for your comments, it worked fine!!

"You may also need to enable both the Internal and External options under "Account Types". I am not sure about that."

- this was not nessecary - at least in our configuration. May it will help other members in the future.

"Ensure "Account creation for customers" is set to "Anyone can create new accounts". - this was the only setting, we had to change.

[Trudy Claspill]

I am glad I could help.

If your issue has been resolved with the help of my response, please consider marking the Answer as Accepted.

[Sebastian Dohnal _SD_ - jfnetwork GmbH]

sorry to bother you again but i have to reopen this ticket because it seems like it´s still not working.

My test-account was abel to create a ticket but other customer-requests stay in the mailbox. I found a documentation and I followed the instructions:

Anonymous public access to your help center and the portal

If the site admin has selected the following customer access settings:

• Allow customers to create accounts
• Customers can access and send requests from the portal without logging in

What I did:

then in the project customer permissions, the project admin can allow anyone on the web to send request via email or the portal:

An account will be created on your site when the new customer enters a their email address in the request form, or when they send an email to the portal’s email address.

So regarding to this documentation (https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/) everything should work fine but somehow it doesnt word (even if the two customers in the Mialbox are already part of the known "customers").

We also tried it with a whole new mail address and we still got the notification from the product´s Mail-Log that "

"Unfortunately, self-registration for this help center is disabled. You must be invited first."

The mail-Handler is set up to create new accounts (when I enable the "create user" option and add my own account as author everything works fine)

But when we test it, there is still an error-message:

We want everyone to be able to create a ticket whenever they send a mail to our support. In the past (when we used the on premise solution) the ticket was created with the customers mail and the colleagues had to add the mail to the customers company.

[Trudy Claspill]

When you say you set up a Mail Handler, do you mean under this option?

Jira Settings > System > Incoming Mail

The Service Management projects in Jira Cloud don't use those Mail Handlers. They have their own Mail Handler system.

If you have set up a Mail Handler under Incoming Mail that directs issues to be created in a Service Management project, please remove that Mail Handler configuration to eliminate that as a possible source of the problem. Then try again to have a new email sender send a request to the email address for your Service Management project.

[Sebastian Dohnal _SD_ - jfnetwork GmbH]

@Trudy ClaspillI removed the Systems-Mail-Handler but nothing changed. I still get the message:

"Sorry, self-signup is disabled for this help center. You need to be invited first."

in our use case it is a prerequisite that everyone can create a ticket - with or without an account. Also seems that other users facing the same issues. Are there any solutions?

https://community.atlassian.com/t5/Jira-Service-Management/Email-request-don-t-require-a-new-account/qaq-p/2387023

https://community.atlassian.com/t5/Jira-Service-Management/External-domains-need-to-be-allowed-to-create-email-request/qaq-p/2300362

I have also tried this workaround, but it does not help:

https://jira.atlassian.com/browse/JSDCLOUD-12609?attachmentOrder=desc

[Trudy Claspill]

It should work, based on the instructions in the available documentation.

Are you on a paid subscription plan for Jira? If so, I recommend that you have your Jira Administrator open a support case directly with Atlassian.

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

The community would appreciate it if you post back here what you learn through the support case.

[Sebastian Dohnal _SD_ - jfnetwork GmbH]

@Trudy Claspillthanks for your support so far - I just created a ticket and will keep the community  up to date