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Why do JSD email fail as "signup is not currently available"?

I am a system administrator for Jira Cloud, and I have one Service Desk project that is behaving strangely. Emails from non-company domains do not generate issues, even though the system, application, and project settings are appropriate. This only appears to be happening in one project.

Specifically: here are the errors I am seeing in the Service Desk Mail Handler logs under our problematic project.


For comparison, here are the email logs from another Service Desk project with identical Customer Permissions settings.

B.PNGAs you can see, emails from external sources seem to be successful in this case.

So, in order to address the "Failed: Signup is not currently available" error I first checked Global Customer Permissions here, and they appear to be configured correctly to accept issues without requiring signup.

C.PNGIn addition, I checked the Customer Permissions settings at the project level, and they also appear to be configured appropriately.

D.PNGWhat am I missing? Is this a JSD Cloud bug? I have a good amount of experience in this product and yet, after consulting all the relevant documentation, I'm not sure what is going on here.

1 answer

I have this very same issue, with the identical configuration that @Clayton Chancey summarized above. In my case, however, emails sent from non-company domain, do not even land in the Email log. I also agree, that documentation and instructions around this configuration is far from perfect.


As an extra credit, I would really like to know why a basic (IMHO) feature like email originated cases is dependent on the setting that allows/restricts customer self registration. I actually need to prohibit customers from being able to register on their own, because captcha is not supported by Cloud (what?!), so this dependency is rather lame.

Did this ever get resolved? I have exactly the same issue?

Running into this same issue. Any updates?

Like # people like this

You have to add the customers email into your organisation in Jira Service Desk

In addition, "signup is not currently available" is shown when there is no user nor JSD customer related to the email address.

You might want to enable "Anyone can email the service desk or raise a request in the portal" in the JSD's configuration.

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