Why do JSD email fail as "signup is not currently available"?

Clayton Chancey_jmdy74

I am a system administrator for Jira Cloud, and I have one Service Desk project that is behaving strangely. Emails from non-company domains do not generate issues, even though the system, application, and project settings are appropriate. This only appears to be happening in one project.

Specifically: here are the errors I am seeing in the Service Desk Mail Handler logs under our problematic project.

For comparison, here are the email logs from another Service Desk project with identical Customer Permissions settings.

As you can see, emails from external sources seem to be successful in this case.

So, in order to address the "Failed: Signup is not currently available" error I first checked Global Customer Permissions here, and they appear to be configured correctly to accept issues without requiring signup.

In addition, I checked the Customer Permissions settings at the project level, and they also appear to be configured appropriately.

What am I missing? Is this a JSD Cloud bug? I have a good amount of experience in this product and yet, after consulting all the relevant documentation, I'm not sure what is going on here.

Pierce Radtke

I just got done going through Jira's support to find an answer to this issue.

1st - Check to make sure that the email address does not somehow have both a record in your Atlassian systems as well as your customer portal systems.  Having the email in both locations confuses how the system treats the account.  If the email is in both locations migrate the customer portal account over to Atlassian.

2nd - When a person emails the ticketing email account if the CC a user who has not already previously been added to the customer service portal/Atlassian accounts then the system will not create an account for the user.  - the explanation that was provided to me for this is that JSD was originally built as an add on service.  The entire Customer Portal Customer system does not tie in with the rest of the Jira core processing.  Essentially the system has become a core product w/o the core development necessary.  It seems they are working to integrate the systems better but there is a lot of work to be done.

3rd - When a user creates their email if they use a former ticket' reply as a template.  Even if they remove the ticket number from the subject, the system will link the email based on the message ID to old tickets.  This blocked my Customer Portal request participants from opening tickets after they were closed and then blocked them from creating new tickets.