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You don't have permission to access this service project for Email requests

Giovanni Cardillo

Hi,

I'm in the trial period before the migration from server to Cloud and I'm in trouble with the mail request in the Service Project.

Even if I've followed these steps:

https://confluence.atlassian.com/jirakb/enable-automatic-accounts-creation-through-email-requests-1167726016.html

If a certain customer@somedomain.com sends a message to the myproject@serviceproject.com the operation fails because "You don't have permission to access this service project" Screenshot 2024-09-20 00.21.23.png

I found another article where the solution is customer@somedomain.com to join the jira-servicemanagement-customers group and it worked.

But I have more than 5.000 customer users and many others to come, how can I resolve without joining the group one by one?

Please help me

Thanks

INFO UPDATE: it seems like this:

If the CUSTOMER_MAIL is a migrated one, it doesn't work as it should until I add manually the group jira-servicemanagement-customers
If the CUSTOMER_MAIL is a new one, it works as it should and it opens the request automatically

Then, there is no official automation way to get an alert for the mail handler failings https://jira.atlassian.com/browse/JSDCLOUD-2517

It's a very big trouble for me

Please help me

Thanks

Accepted answers

Giovanni Cardillo

HI,

I did further tests and now I can say I finally resolved the same as this other issue https://community.atlassian.com/t5/Jira-Service-Management/JSM-Customers-must-confirm-their-email-to-get-notifications-but/qaq-p/2820107

I link the image of the correct configuration

Thanks you all for your help

Giovanni

All comments

Kai Becker

Hi @Giovanni Cardillo

thank you for your question. How do you identify these old customers? Are the created via cloud migration assistant? Or are only the requests copied over and they are not correctly associated with this service project? Your error usually comes from a missing permisson setting.

Regarding you way to get notified for failing mail handler, make sure you take a look at this guide: https://community.atlassian.com/t5/Jira-Service-Management-articles/An-unofficial-way-to-monitor-a-JSM-mail-handler-for-errors/ba-p/2132002#M2089

Giovanni Cardillo

Hi @Kai Becker ,

yes, the MIGRATED CUSTOMERS have been created by cloud migration assistant and only emails sent by MIGRATED CUSTOMERS have the problem.

I noticed something, hope it helps:

MIGRATED CUSTOMER are present both in Customer section of JMS and in the admin.atlassian.com > Manage user section.

Mails sent by a NEW CUSTOMER open the request automatically and, once done, the NEW CUSTOMER is present in Customer section of JMS but NOT in the admin.atlassian.com > Manage user section

Thanks for your help

Kai Becker

are they assigned to the service management customer role and added to the project via people tab?
Maybe this got messed up during cloud migration. I haven't done one for a while so I'm not fully aware of the current features and bugs.

Giovanni Cardillo

Hi,

@Kai Becker

in the admin.atlassian.com > Manage user section they don't have any product access
in the people tab they are not present

According to your opinion something's gone wrong with the migration?

Thanks again for your help

Kai Becker

@Giovanni Cardillo not a hundred percent sure at the moment.
I think it definitely has something todo with the customers missing from the people tab.
Could you try to add a few customers and try emailing with these addresses?

Anusha A

Hi Giovanni,

I have created a ticket on your behalf as our support experts can dig in a bit from your instance and understand the configuration to efficiently help you further. You will be receiving an email with the details soon.

Regards,

Anusha A

Giovanni Cardillo

Hi @Anusha A and @Kai Becker ,

thanks for your interest.

Maybe I found a possible workaround:

instead of adding the group jira-servicemanagement-customers manually one by one I could use the BULKOPS app available in the store and get the customers joining the group by uploading a CSV file.

I hope we can find a definitive solution and not necessarily a workaround.

Thanks for tour help

Giovanni Cardillo

HI,

I link the image of the correct configuration

Thanks you all for your help

Giovanni

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