JIRA Service Desk Email Setup

Hi,

I'm trying to setup Service Desk for use on our JIRA installation. Our email address is currently setup in the email settings portion of Service Desk's admin settings and the email tests successfully both from there as well as from the JIRA Administrator incoming mail handler settings. We can see emails generated when we create tickets from the customer portal and notifications are successfully sent to the user. Beyond that, email does not appear to be working properly. Emails sent to the specified email do not create tickets, and responding to the notifications from tickets created on the customer portal does not generate comments or responses in the tickets.

What do we need to look at to determine where the email in Service Desk is breaking?

1 answer

Just an FYI, but

"Every customer must have an account before they can create requests. Email messages sent from unregistered email addresses are not processed."

The following page discusses setup and troubleshooting. Have you gone through all these activities?

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

 

Rory, have you confirmed the setting for the People > Customers section as mentioned on this page at step 2, c - https://confluence.atlassian.com/display/SERVICEDESK/Configuring+public+signup? You'll want both options selected: "Everyone with an account can access my Customer Portal" and "Anyone can sign up for a customer account on my Customer Portal".

Hi Charles,

Thanks for the response. We went through the troubleshooting steps and ended up re-adding the account as an IMAP account instead of a POP3 account, and the email channel appears to be working now.

However, the public sign up option does not seem to be working to create new customer accounts automatically for users without a JIRA account. While the text listed on the page you referenced states that this doesn't happen, on Atlassian's other documentation it states differently: https://confluence.atlassian.com/display/SERVICEDESK/Managing+customers

"When customers contact your service desk with the email channel for the first time, new user accounts will automatically be created for them if public signup is enabled."

Public signup is enabled, but messages coming from external senders are ignored by JIRA Service Desk and new accounts are not automatically being created. Public sign up is enabled both in the add-on settings as well as on the service desk project itself.

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