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Email log showing status of CONDITION PENDING

Hannah Ventress

Hi,

I've linked an email address to our Service Management account, which is mostly fine, but I've noticed in the processing logs that a couple of emails have a status of "CONDITION PENDING".

I've not been able to find an explanation of this status nor can I see how to accept the request. Is anyone able to help?

Thanks,
Hannah

Screenshot 2022-07-06 085035.jpg

Accepted answers

Abhishek Singh

Please note that 'Customer Access' settings (Settings > Products > Jira Service Management > Customer Access) on your cloud site determines this behaviour.
If you have allowed customers from the 'Approved Domains' to create their Atlassian Accounts then those customers will receive an email to set up their account and once done their email will be processed automatically.

In this case, the system sends a verification email to the user and when it gets verified then the incoming email would be converted to the Jira ticket. This information would be shown in the email logs as well.

BR,

Abhishek

All comments

Matt Cosgrove

I'm having the same issue, and I've noticed it's only for when emails are submitted through a different domain then what is set up on the account. The sender also receives a bounceback asking them to verify their account and create one for Atlassian. How can we make it so that the system would accept emails and create tickets for anyone that sends it in?

Abhishek Singh

BR,

Abhishek

Hannah Ventress

Thank you. That seems to have sorted the issue.

Timo Jaanson

I also need that this feature can be turned off.

Baker_ Christopher

So this issue was fixed for me after turning off "approved domains" as it requires verification when turned on (even in the case that you specify 'Any Domain' can sign up for an account).

Does anyone know how we can clear the Emails that are flagged with Pending Condition after we've removed approved domains? I've attempted to add the email addresses as customer's manually but no dice.

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