Issue with User Unable to Create Tickets via Email

Question

Hello Atlassian Team,

I’m experiencing an issue with a user who is unable to create tickets via the configured support email address. The user receives a bounce-back message indicating that their ticket could not be created and suggesting they contact the team directly if they still need help.

Upon reviewing the email logs, I found a detail stating that the user does not have permission to access the service project. However, when checking the user's profile, I can confirm that they do have the customer role, which should allow them to create tickets via email.

Could you please advise on how to resolve this issue?

Best regards,

Mauricio Velasquez · Answer

Hello again,

I attempted to follow the steps you provided, but I couldn’t locate the 'User Management' section in Jira. I’m currently an administrator, yet I don’t see that option available."

arielei · Answer

Hello @Mauricio Velasquez

In Jira/JSM click on the cog wheel in the upper right corner and select "Users management"

Review the user with the problem and give them app access to Jira Service Management - Customer

This should solve the issue.

If you want to avoid this issue again, its best practice to add the main group with all users to access automatically to Jira Service Management - Customer.

To do that (In the admin page):
Select "App Access" on the left menu

Switch to tab "Customer Access"

Add the default group

Hope that helps.

Ariel.