New customers unable to raise requests via email

Question

Emails from new customers are not being received and showing as FAILED in the email logs with the description "You don't have permission to access this service project."

I'm confused because a) this has only recently started to happen and b) my Portal Access settings are set to "allow customers to create their own accounts by signing up or sending an email request".

I would have thought with this setting selected there would be no emails rejected with a permissions related error.

Can anyone identify what I'm doing wrong?

John Funk · Answer

Yep, that's true. So, have you set the project access to Open? Go to Project Settings > Customer permissions.

Nick Read_3a3vyu · Answer

I'm sure it will solve it John, but I don't want to have to manually add them. My Portal Access settings are set to "allow customers to create their own accounts by signing up or sending an email request", which as far as I understand should mean I don't need to do any manual adding.

John Funk · Answer

Try adding them to the Service Desk Customer project role an see if that solves it.