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Portal-only accounts on an Open JSM project not working

Peyton Kuhn

Hello,

We have the following global settings set for our customer access:

And the JSM space is set to OPEN.

But when I send an email to the space, I am getting a response from Atlassian "To finish sending your request to ____, follow the link below." and the request is not created.

Is it possible that there is another global setting that could be blocking our portal-only customer access?

Accepted answers

Trudy P Claspill

Hello @Peyton Kuhn

Referring to your earlier post:

https://community.atlassian.com/forums/Jira-Service-Management/Allow-external-users-to-send-emails-without-creating-an-account/qaq-p/3203660

...there must still be an account set up for a person trying to submit a request via email. Setting your portal access to Open does not change that.

What you need is for the account to be created automatically based on the email being received by JSM.

I was going to direct you to the following KB:

Enable automatic accounts creation through email requests

But in reviewing the contents it seems like you have already followed its guidance and your settings match what they recommend. Am I correct that you already followed the guidance in that article?

Arkadiusz Wroblewski

Hello @Peyton Kuhn

Yep, Open project access alone is usually not enough here.

If portal-only accounts are not working, I would first check the global settings, not only the project setting:

Customer access must allow customers to create their own accounts

Email requests must allow account creation for new customers

the project itself should still be set to Open

I would also check whether the sender domain is being treated as an internal / approved domain, because that can change the account creation behavior.

So in cases like this, the issue is often not the Open project setting itself, but one of the customer access / account creation settings in JSM.

Also worth checking: the email processing / mail audit logs, because they usually show the real reason, for example:

customer cannot create account ?

customer has no portal access ?

internal account handling kicked in ?

duplicate account already exists ?

So I would start there first. If you can share the exact error text from the logs, that would make it easier to narrow down. ?

Peyton Kuhn

The issue ended up being the role set for domains. It needed to be set to None for Any domain and customer for our internal domains.

All comments

Trudy P Claspill

Hello @Peyton Kuhn

Referring to your earlier post:

https://community.atlassian.com/forums/Jira-Service-Management/Allow-external-users-to-send-emails-without-creating-an-account/qaq-p/3203660

...there must still be an account set up for a person trying to submit a request via email. Setting your portal access to Open does not change that.

What you need is for the account to be created automatically based on the email being received by JSM.

I was going to direct you to the following KB:

Enable automatic accounts creation through email requests

But in reviewing the contents it seems like you have already followed its guidance and your settings match what they recommend. Am I correct that you already followed the guidance in that article?

Trudy P Claspill

Can you tell us what setting you have selected here:

From the top right of your screen, select Settings (), then Apps.
Under Jira Service Management, select Email requests.
Under Account creation for customers, what is selected?

And here?

From the top right of your screen, select Settings (), then Apps.
Under Jira Service Management, select Customer Access.
Under Portal Access, what is selected?

I was prompted to ask those questions based on what I am reading here:

Create new accounts through email

Arkadiusz Wroblewski

Hello @Peyton Kuhn

Yep, Open project access alone is usually not enough here.

If portal-only accounts are not working, I would first check the global settings, not only the project setting:

Customer access must allow customers to create their own accounts

Email requests must allow account creation for new customers

the project itself should still be set to Open

I would also check whether the sender domain is being treated as an internal / approved domain, because that can change the account creation behavior.

So in cases like this, the issue is often not the Open project setting itself, but one of the customer access / account creation settings in JSM.

Also worth checking: the email processing / mail audit logs, because they usually show the real reason, for example:

customer cannot create account ?

customer has no portal access ?

internal account handling kicked in ?

duplicate account already exists ?

So I would start there first. If you can share the exact error text from the logs, that would make it easier to narrow down. ?

Peyton Kuhn

Hi @Trudy P Claspill yes everything you said above is correct. Our settings match every guidance I have found regarding this scenario.

Last night I tested removing the check for Internal (in screenshot above) and it created a ticket without sending the invitation email (which is what I have been trying to accomplish).

But I am unsure what that means for our internal users.

Also, I was looking at our approved domains. JSM has any domain and role is set to Customer. I don't think it should be set to User (Agent) either but Customer may be what is causing the issue according to the Atlassian AI agent.

I did not test just changing the domain and leaving the checkbox next to internal.

Peyton Kuhn

@Trudy P Claspill

Under Account creation for customers, the first bullet is selected. I tested changing it to the second bullet and that did not work.

Under Portal Access, Allow customers to create accounts bullet is selected.

Peyton Kuhn

@Arkadiusz Wroblewski The log has Condition Pending, Account verification required

Peyton Kuhn

I suspect the issue may be the domain or the internal user settings overriding the external user settings

Arkadiusz Wroblewski

@Peyton Kuhn

Mark Checkbox "Customer can acces and send Requests from the Portal without Logging in" and check again Behaviour.

Peyton Kuhn

The issue ended up being the role set for domains. It needed to be set to None for Any domain and customer for our internal domains.

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