I need some help with JSM portal configuration with a project and external contact access.

Question

Have a couple of questions in regards to JSM portal customer access and how they work together and fix this issue we are having.

Little background into our environment, we have project called Ops which we have setup our domain email ops@company.com and we have our JSM project setup under email settings to whenever you email ops@company.com it crates a ticket inside the project.

The issue we are having is when some users create a email at ops@company.com they get a bounce email back indicating the following. "Your request couldn't be created, your request to ops@company.com could not be created, if you would like help please contact the team directly.

Looking at the settings we have the following enabled which believe allow users to send emails to our email to generate a ticket unless I am misunderstanding the process on how this works.

We have portal channel access set to open

Under customer sharing we have it set to Allow customers to share request with other participants and organizations.

Under Customer access we have set to Don't allow customers to create their own accounts

Are we missing a setting that we need to change to prevent these bounce backs?

Then have a couple of questions on this topic.

1. When a customer creates a portal account, does that particular account count towards a licensed user in JSM?

2. If we change the setting to allow user to create an account does that setting only effect the selected project or is that org wide?

3. Will that kind of account count as a licensed user?

4. Is it possible to disable those notifications of a request couldn't be created and or enable this email address to create an account.

5. Under the email setting in Channel and self service options we have email set to reply to address, is this setting correct?

any help and guidance on this would be much appreciated, yes I am mostly new to JSM however got the basic core functions understanding.

John Funk · Answer

In that case, when the user sends the email and the ticket is created, the user will receive an email that will prompt them to create an Atlassian account to see the ticket. They will then be granted a Free Customer license for the space at that point.

Are these people interior or exterior to your company?

Raymond Correa · Answer

I don't think the intent to allow anonymous access to the project, from my understanding the users would be just sending an email to the address specified and it will auto generate a jira ticket which would be handled by the project team members.

John Funk · Answer

Hi Raymond,

So is your intent to allow anonymous access only to the project? Because if you don't let the user create an account, that is what will happen.

Answers to questions.

1. No, customer licenses are free and do not count towards any paid licenses.

2. Customer access changed at this level is for the entire JSM instance. Then you would control access at the project level.

3. No, it is still free for the Customer.

4. That would happen only for Anonymous submissions and customers would not receive emails or be able to track status.

5. Not sure what the actual question is, but yes, that sounds correct.

The main thing with all of this is to set them up and give them a try.