New customers

Mark Jennings_xsgrh3

Hi all,

On our JSM portal we have incidents being raised via email to internal email address, this in turn is then forwarded to the Atlassian email channel.

Our issue is that unless they have already been added as a customer, their ticket does not generate. If I add the customer then the email appears. As we could always be having new customers email, is there a way around this?

This issue also is not happening to ALL, only some.

Many thanks

Patricia Francezi_iDev_

Hi @Mark Jennings 

This doc will help you in finding the best way to your project settings and instance 

https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/

Briefly you can open your project or configure your customer domains to be allowed in opening tickets without further configuration. 

The way you are doing, show that your project configuration is set as "Only the customer agents add to my project". Thats why you currently need to add every single email to your project. 

I hope this helps. If further assistance is needed, let me know