Servicedesk - Sender not registered in JIRA. Using configured default reporter

unknown

Hello all

I hope you have all had a lovely Christmas and new year. I am going nuts trying to get servicedesk to create new customers from the emails they send, but for the past 3 days, I cannot figure it out and I would hate for it to be just a missing tick box somewhere. I do not want jira users to be created, only customers, so they can receive notifications. This is a clean install from the latest build as of last week. So I would be veryyyyyyyyy grateful if anyone could help. Below is the cofig and what I have done.

Best wishes

Nima

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1 - Error in log file:
error Sender(s) [customer@example.com]not registered in JIRA. Using configured default reporter
1.a I don't understand this. Why does it say "not registered in JIRA"? The point is to create a customer account without creating a jira account

2 - I have followed Atlassian documentation and ensured Jira is in public mode (general configuration)
     2.a - Also in Addons->Jira servicedesk->configuration

3 - In the servicedesk (only have one), I have enabled the option "Anyone can sign up for a customer account on my Customer Portal" (servicedesk->People->customers->lock icon on top right

4 - Emails work well. they are downloaded successfully and issues are generated

5 - Email requests are currently on (servicedesk->settings->Email settings)

6 - Mail handler setup as follows:
     6.a - Handler = "Create a new issue or add a comment to an existing issue"
     6.b - Create users = NOT ticked (I do not want jira users, only customers)

7 - Project permission - in the servicedesk project, I added the "any group" to the "create issue" permission list

8 - drank tons of coffee, searched the web, cursed computers and myself, shouted at Jira servicedesk

 

Pedro Cora

Nima,

Actually, I just tested this and unregistered users should be able to raise issues. But you should not edit / create handlers in the Incoming Mail option. JIRA Service Desk has a particular configuration scheme and the 'handler' should be created in the E-mail Settings option.

Also, the documentation is confusing as it's contradicting itself. I'll raise a request to fix it.

Old answer:

That's because users must be already registered to be able to send e-mails. Differently than JIRA handlers, the Service Desk Mail will not create customers. As it's stated in the documentation:

Every customer must have an account to create requests. Email messages sent from unregistered email addresses are not processed.

Ref: https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+the+email+channel

-- Pedro