Our company uses Jira Service Management as our Help Desk ticketing platform. Whenever someone is hired, the IT Department creates a Customer account for them in the JSM Project. Many employees, but not all, are given Confluence accounts. Access to Confluence is given some time after a JSM Customer account and uses the same email address as the Customer account. When that Confluence account is activated, email sent by that user to JSM project email channel fails to get processed and returns the following error in the log, "FAILURE You don't have permission to access this service project", where before Confluence account activation, the Customer account worked without error.
I have found a workaround. When the error appears in the processing log, I delete the JSM customer account and re-add using the same email address. Once re-added, the Customer information will contain the information the user entered for their Confluence account and work normally in JSM.
Our team would like to find another solution, if possible. Can the Confluence account be synchronized with the JSM Customer account at its creation? Can the synchronization be forced in some way? Should Confluence accounts be created at the time the JSM Customer account is created? Any insight the community might have would be welcome, thank you.
