Email requests not being picked up by Jira

Question

A month ago we set up Jira and Jira Service Management Free. Initially I connected G Suite and It brought over my users as Jira Users, which I did not want. I disconnected and deleted those users in Jira.

Now when one of those previously synced users sends an email request in Jira  email log says current user is not active even thought we've allowed email request from anyone.

Please help.

joe huiet · Answer

Thanks for your response Jack, Unfortunately there are no inactive users and Only 2 JSM only Customers.

We've had about 60 other users email in and only those who were not part of the initial g suite sync seem to be the only ones that email requests in JSM are working for.

i.e G suite sync'd my 60 users, 2 new people joined the company post sync and they're the only two the JSM email requests are working for.

Jack Brickey · Answer

please check admin > user management and locate said users to check their status. if inactive then reactivate. also check admin > user management > Jira Service Management for any JSM only Customers.