Allow External Users to Email Service Desk to create tickets without logging in

Question

Hello,

How do I setup my Service Desk (JIRA Cloud) to do the following:

Allow an external user to email the service desk to create a ticket without setting up an account?

Currently when I have a non-user email the address generated by JIRA the processing log says

FAILURECurrent user is not active

What is the change I have to make globally to allow for tickets to be submitted?

Thanks,

Petter Gonçalves · Answer

Hello Daniel,

Is this problem occurring also for other users or only for danielluskstats@gmail.com?

Can you please confirm if you've not created a user with the e-mail danielluskstats@gmail.com in your Service Desk before?

Also, check if you don't have any user on your site with that e-mail address as inactive on your management. If you find it, please delete and try to do it again.

Daniel Lusk · Answer

Daniel Lusk · Answer

Petterson,

I just turned that on. And the mail processing handler is still throwing the message that "Failure : Current User is not Active"