Allow a new e-mail address in the reporter field / Cannot manually create a customer email address

Michael Green_am0a50

Hi,

We have a setup where one of our websites has a contact form that then generates an email to a shared mailbox that Jira Service Management then automatically creates a ticket from.

The problem:  It creates the Jira ticket with the reporter email address the the web site uses as its source email address - NOT the email address of the person specified in the contact form.

So on the Jira issue screen it rejects it if you try to paste the customer's email address into the Reporter field.

So how can my service Desk staff MANUALLY create a customer / customer email address ?

 

 

Example inbound email :

From: IDSupport
Sent: Thursday, 30 June 2022 6:52 PM
To: IDSupport <IDSupport@contoso.com.au>
Subject: IDAccount Support Request - FINANCE PTY. LTD

 

Order Id:
Company:	FINANCE PTY. LTD.
Contact Name:	ROXY DOE
Email:	roxyz.finance@finance.group.com
Issue:	Enquiry
Description:	I would like to check how much it may cost to set up. Thanks

 

Chu Dam

Hi @Michael Green 

I think there is a problem with your portal settings and configuration. You need to setup an open portal to allow customer to create account in your portal.

Especially for 3 parameters: 

Select Allow customers to create accounts.

Select Customers can access and send requests from the portal without logging in.

For Choose who can send requests to your project via email or the portal, choose Anyone allowed on the customer access settings

Can you please check your settings and make sure it's all ok?

The doc that explain it all is here: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-an-open-portal

I hope this helps. 

Cheers,
Dam.