Problem sending email requests to our Jira Service Desk project

Question

We have an application which is configured to send an email to our Jira Service Desk project when an error occurs in order to create an automatically generated Jira request.

If we configure the application to send emails to other services or email accounts, it seems to be working fine. But when we specify our Jira project email support@*****.atlassian.net, the email is nowhere to be seen.

We've tried looking into the issue but we can't seem to find what is stopping us from achieving this.

Any help would be well appreciated.

Angélica Luz · Answer

Thank you for the information, Johannes.

I believe that it’s the same as “Signup not currently available”. This error means that the customer doesn’t have an account on the site and the option for them to create their own accounts is disabled.

To fix that, it’s necessary to change two settings:

1 - Go to project settings > Customer permissions. On this page, it’s necessary to allow anyone with an account to have access to the project and then click on Save.

2 - On the same page you will see the link to “Change the Global Settings”, so click on it or go to Jira settings > Products > Configuration.

Here it’s necessary to allow customers to create their own accounts:

After that, all requests will be created on the project.

If you have any other questions, please let us know.

Regards,
Angélica

Johannes Andersson · Answer

Thanks Angélica,

I can indeed see the emails in the log, but we get an error message saying (roughly translated from swedish):

"it is currently not possible to register."

Other email requests is registered fine, but the emails from our email service all get this error. Is there any way to get more information on why these emails are rejected?

Angélica Luz · Answer

Hello Johannes,

Happy to see you again!

This issue that you mentioned seems related to permission. To confirm what is preventing the ticket from being created, you can check the email log.

Please, go to Jira settings > Products > Email requests.

On this page, click on View log for the affected email and then Processing log.

The processing log shows all emails that were received by Jira, so you can check if the application's email address shows on this page. The status will probably show as Failure and the details will tell us why it was not created.

Please, check this information and let us know if it shows any error.

Regards,
Angélica