Email in Jira Service Management

[ks.hyeon]

The part that was working fine suddenly failed a month ago as shown in the email log of the service management. What should I do?

[Joseph Chung Yin · Accepted solution]

@ks.hyeon -

Based on screen shot, it seem your JSM env configuration was changed to not allowing self-signup from customers.  You can take a look at "Customer Access" UI via -

https://<yourname>.net/jira/settings/products/servicedesk/customer-access

In addition, check your JSM project's customer permissions on the project and make sure you have selected "Anyone allowed on the customer access settings" under Service project access.

Here is a reference link on new account creation through email that you may want to review -

https://support.atlassian.com/jira-service-management-cloud/docs/create-new-accounts-through-email/

To determine if there were any changes.  If nothing was changed, then I would recommend you to contact Atlassian Support (https://support.atlassian.com) for their assistance because they have access to the backend system logs for further details.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[ks.hyeon]

Thanks. it works.  ^^

i really really appreciate it

[Trudy Claspill · Accepted solution]

Hello @ks.hyeon 

Review the settings for the project and the JSM product to confirm that self-signup is actually still enabled.

Refer to the section "Set up an open portal" in this document:

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/