Enable tickets to be created from email

[Philip Holmqvist]

Hi,

We need tickets to be created from people emailing our service email. Just a email should create a new ticket. As of right now, tickets can only be created by already regristred customers and trough the customer portal. I've tried to enable this in the project settings but I can't seem to find what settings that needs changing. 

Is someone able to tell me how to enable this? Or if its even possible?

[Jehan Bhathena]

Hi @Philip Holmqvist ,

Adding to Hana Kučerová's thread, you need to check if the below settings are inline to allow "Anyone" to create a ticket in your portal:

• In the Product Settings, Under Jira Service Management-> "Email Requests", here the option "Anyone can create new accounts based on customer access and project level customer permissions settings" should be checked
• Under "Customer Access" : 
  • Account Type settings : "Allow portal-only accounts to be created for new customers accessing the help center", this will allow new user accounts to be created with the "Customer" Access. NOTE: the specific domain restriction can be applied to this.
  • Portal access: "Allow customers to create accounts" (this is pretty self explanatory, so won't explain this setting)
• Under the Projects settings, you need to verify 2 things
  • Permission Scheme: Can you "JSM-Customer" create a ticket?
  • Request Type: Is there a request type assigned to incoming mail requests

Hope this helps.

All this information is referenced from the same link that is shared in the previous thread https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

[Philip Holmqvist]

Thanks for the fast response. I have checked all these settings but when I try to email the project without being a customer a ticket is still not created. I have also checked out the documentation but haven't found any soultion there either.

[Jehan Bhathena]

Out of curiosity, are you using the JSM "Email Requests" or are you using the Jira Software's Incoming Email settings?

If it's the JSM Email Requests, check the logs to see what error you get :

[Hana Kučerová]

Hi @Philip Holmqvist ,

welcome to the Atlassian community !

Please, see the documentation here:

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/