It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

JIRA Service Desk Email Setup

Rory Aptekar Oct 21, 2014

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

1 vote
Charles Wells Oct 21, 2014

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

 

Charles Wells Oct 24, 2014

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".

Rory Aptekar Oct 24, 2014
Rory Aptekar Oct 24, 2014

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.

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published in Jira Service Desk

4 changes to queues and issues you don’t want to miss

Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...

656 views 9 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you