Permissions needed to create tickets via email

[Greg Smith]

I have projects where there is a requirement for users to create tickets via emails outside of the service desk. The incoming email is set up and accepts creating tickets from service desk and software users.

However I have set 'create issue' permissions to include other groups one of which being our confluence users within the company. Tickets however are not being created by these users via email. 

Permission helper is showing these users are able to create tickets yet none are created via email.

Are there other permissions required to make this work, is it even possible to do this?

[Greg Smith]

See attached screenshots:

[Fabio Racobaldo _Catworkx_]

Hi @Greg Smith ,

welcome to the Atlassian community!

You don't need to provide "create issue" permission at project level because those users probably can't access jira instance (they are not on the Application Access).

You should add those users at Customer level in your project (https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-service-project/) and verify that 

• Service Project Customer - Portal Access

have create issue permission at project level.

Hope this clarifies,

Fabio

[Greg Smith]

Hi Fabio, thanks for replying. The users in question are already service desk customers. We are not looking to create service desk tickets but tickets directly onto other non service desk projects.

[Fabio Racobaldo _Catworkx_]

Hi @Greg Smith ,

please share your email requests  configuration for that project. If you used the standard email conf for Service Management project, all customer should be able to create tickets via email.

Fabio