E-Mail request doesnt work

Question

I opened a new Service Management for our helpdesk.

I didnt adjust something but every mail that i sent to the default atlassian mail adress doesn't create a ticket.

in the logs I only get this error.

You don't have permission to access this service space.

Does anybody now why and how to fix it?

I searched the whole internet but I wasn't able to find a suitable solution.

Arkadiusz Wroblewski · Answer

Hello @zurich6

My colleagues concentrated on Solutions so I concentrate on why.

The "You don't have permission to access this service space" error actually means your email integration is working fine, Jira is just blocking the sender on arrival. This isn't a Free plan limitation; it's a pure permissions bottleneck.

Just follow the settings as suggested from @Fabian Lim  and @Christopher Yen  here and try sending a few more test email.

Fabian Lim · Answer

Hi @zurich6 ,

Check whether the customer permissions in your project and globally are set properly.  Also check that if it's "restricted", the customers organization or users are allowed into the JSM project.

Link: Change service space customer permissions | Jira Service Management Cloud | Atlassian Support

Fabian

Christopher Yen · Answer

Hi @zurich6 ,

First thing I would check is if the email you are sending from has the "Service Desk Customers" role in your new JSM space. You can check under Space Settings > Access > People and access.

I would also check Space Settings >  Channels & self service > Email to verify the email address and request type are set up but from the error message you have it seems like permissions