Incoming email - condition pending

Question

Hello,

The project is Open, the domain is verified but when some users are sending emails to helpdesk, their tickets are not registered and logs are showing "condition pending" "Account verification required" - Expected behaviour: as the domain is verified handler should create a ticket and a customer account

Anthony Casas · Answer

Posting this answer from another old post i answered this on.

I found the solution to the issue. If you have SSO implemented for your Org so that internal employees are required to sign in via your IDP SSO, of course you need to add them to approve domains and specify what the highest level of access each domain will have. In OUR case, we have 2 seperate entities/domains, Domain 1 is the majority of the company which we have set each product to user/agent as the highest level of access ( all agents that work tickets, their email utilizes domain 1) and the Domain 2, we only have customer as the highest level of access for JSM, as nobody that is under domain 2 works on tickets. they only submit. All of our employees are directly imported from our Microsoft environment, hence them needing to log in anyways.

Our certain teams however only work with external clients and one of the team projects only work strictly off of email requests. They receive emails request from any domain you can think of.

Problem: When we implemented SSO and added our 2 domains to the approved domains list, we also set "Any domain" up with JSM set to "customer" level. This triggered the process of email request for our one team to get caught by the jira mail handler and hold it in "Condition pending" and until the reporter(email sender) see the verification email and clicks the verification link, the request will remain in that state until further action from the reporter.

Solution: Turn off any level of access for "Any Domain". All of them need to be set to 'None' in order for an external email to just come thru and get created as a jira email request. I sent a few test emails from my personal accounts that are not portal customer accounts and it passed with flying colors. WE CAN STILL KEEP SSO! lol

Outstanding issue still: I have not found a way to push through the emails that are stuck in "Condition Pending". So That is still half my problem. But this is huge progress.

Susan Waldrip · Answer

Hi @Darius Venskus , welcome to the Community!

There's good info in https://confluence.atlassian.com/jirakb/incoming-email-status-condition-pending-1167731633.html about this, sounds like the person hasn't finished setting up their account.