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External domains need to be allowed to create email request tickets.

Brad Krivelow_hgsnk9

How is there a way to allow external domains to create email request tickets. Whenever I email from an external domain to our support address I just get the following error in the logs "Sorry, self-signup is disabled for this help center. You need to be invited first.". I already have "Customers can create their own accounts by signing up or sending an email request." enabled.

Accepted answers

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Mikael Sandberg

Check your Customer permissions on the project and make sure you have selected "Anyone allowed on the customer access settings" under Service project access.

Brad Krivelow_hgsnk9

Screenshot 2023-03-15 at 4.37.19 PM.png Yup...still no dice

Mikael Sandberg

Have you also enabled "Customers can access and send requests from the portal without logging in"?

Suzi Firth

Hi @Brad Krivelow

You should have "Allow portal-only accounts to be created for new customers accessing the help center" switched on too.

Suzi

Brad Krivelow_hgsnk9

tried that as well

Brad Krivelow_hgsnk9

tried that and still nothing as well

Daniel Istrati

Hi guys, I am experiencing the same issue as well (even tho when all the options are enabled from your suggestions), is there any solution to this?

Thank you!

Kind regards,

Daniel

Daniel Istrati

same for me doesn't work

Daniel Istrati

@Brad Krivelow hi brad did you manage to find a solution to this?

Hoa Nguyen_fijncn

Bump. We're running into the same issue.

Prathim Mukherjee_izjzur

I made the changes highlighted, and it did work for me. It should work for external domains trying to send email requests. I set the permission and customer access as suggested and then it did work.. Make the required changes as above and then try to send email request and see what the logs show after that. Should not be showing same error message

bruno osuch

Jira service desk is very complex, too many settings to confirm to get things working

Filip Zverec

Any update? Same problem here. Nothing above seemed to work

Tim Gorbatuk

Having the same issue as others in this form. for us only emails without a *.com are failing to create a ticket.

Does the customer's email address have to follow the ID@company.com syntax?

Can a ID@company be allowed to create a ticket through the portal settings?

Ole Treptow

I had the same problem. My solution:

Configure customer access like @Marie-Josee Parent and @Suzi Firth
Configure E-Mail Requests and Customer Permissions like @Mikael Sandberg
Configure the Permission Scheme for the role "Service Project Customer - Portal Access" following permissions:
1. Browse Projects
2. Assign Issues
3. Close Issues
4. Create Issues
5. Delete Issues
6. Edit Issues
7. Link Issues
8. Modify Reporter
9. Move Issues
10. Resolve Issues
11. Schedule Issues
12. Set Issue Security
13. Manage Watchers
14. View Voters and Watchers
15. Add Comments
16. Delete Own Comments
17. Edit Own Comments
18. Create Attachments
19. Delete Own Attachments

Or less but some of them are neccessary.

Hope this helps!

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