JIRA Service Desk Username could not be added as participant

Question

Dear Team,

Facing issue while creating tickets automatically through mail in JIRA service desk. JIRA ticket creation fails with details as per Processing Log of Email Requests:

Sorry, but the following usernames could not be added as participant to this request: govind.bodwade@paytmbank.com

By Handler is "Service Desk Mail Handler".

Could you please help what could be the problem?

Regards

Manjit Modi_6edkmi · Answer

Hi Daniel,

Thanks for the response.

This user is not having a account in service desk. Project setting is that users gets added automatically.

Project --> Customer Permissions --> Who can raise requests? --> Anyone can email the service desk or raise a request in the portal

Project --> Customer Permissions --> Who can customers share requests with? --> Any customer, by typing an email address

So users should be added automatically. Also when I check these users for which JIRA ticket creation fails, these users already added there (of course without any group name and applications associated).

Seems strange as not sure why ticket creation fails. Though this is not always the case as ticket gets generated also for other users for which account does not exists.

Please help.

Regards,

Daniel Wong_zylx8x · Answer

Hi Manjit,

Does govind.bodwade@paytmbank.com have a customer account in your service desk?

Depending on your JSM setup, you might need to ensure all participants (cc'd people) have accounts.

You can read more about participants in this KB.

You can also read more about the permissions you need to change on your JSM to allow customer accounts to be created - https://community.atlassian.com/t5/Jira-Service-Management/Service-Desk-Email-cc-Participants/qaq-p/921950