Why isn't belonging to an associated Organization enough to let me create a ticket via email? Edited

I have a Service Desk project configured so that only customers assigned to the project can create tickets via email.

I have assigned a Customer Organization to that project.

I have added a user account with my email address to that Customer Organization.

When I send an email to the email address configured for that project, a ticket is not created. When I view the email processing log for that project, I see that my email is listed with a [FAILURE] status, and the details "You don't have permission to access this Service Desk."

I have confirmed that the email address listed as the sender in the log is indeed associated with my user account, which is a member of the Customer Organization that is assigned to that project.

Being a member of one of the project's Organizations should be enough to allow me to create a ticket via email, but it doesn't seem to be.

What am I missing?

1 answer

1 accepted

1 votes
Susan Hauth Community Champion Nov 06, 2017

Hi Steve,

So when you say you have added a user account with your email address is that the ONLY user with that email address?  If the email address is not unique in the users list than JIRA cannot determine who the reporter should be.



That was it!   There was another user account with my email address.  After making the email addresses unique, my membership in the Organization was enough to let me create a ticket via email.


Thanks, Susan!

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

239 views 0 11
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot