External domains need to be allowed to create email request tickets.

[Brad Krivelow]

How is there a way to allow external domains to create email request tickets. Whenever I email from an external domain to our support address I just get the following error in the logs "Sorry, self-signup is disabled for this help center. You need to be invited first.". I already have "Customers can create their own accounts by signing up or sending an email request." enabled.

[Filip Zverec]

Any update? Same problem here. Nothing above seemed to work

[Ole Treptow]

I had the same problem. My solution:

1. Configure customer access like @Marie-Josee Parent and @Suzi Firth 
2. Configure E-Mail Requests and Customer Permissions like @Mikael Sandberg 
3. Configure the Permission Scheme for the role "Service Project Customer - Portal Access" following permissions:
   1.  Browse Projects
   2. Assign Issues
   3. Close Issues
      
   4. Create Issues
      
   5. Delete Issues
      
   6. Edit Issues
      
   7. Link Issues
      
   8. Modify Reporter
      
   9. Move Issues
      
   10. Resolve Issues
       
   11. Schedule Issues
       
   12. Set Issue Security
       
   13. Manage Watchers
       
   14. View Voters and Watchers
       
   15. Add Comments
       
   16. Delete Own Comments
       
   17. Edit Own Comments
       
   18. Create Attachments
       
   19. Delete Own Attachments
       

Or less but some of them are neccessary.

Hope this helps!

[Tim Gorbatuk]

Having the same issue as others in this form. for us only emails without a *.com are failing to create a ticket. 

Does the customer's email address have to follow the ID@company.com syntax?

Can a ID@company be allowed to create a ticket through the portal settings? 

[bruno osuch]

Jira service desk is very complex, too many settings to confirm to get things working

[Prathim Mukherjee]

I made the changes highlighted, and it did work for me. It should work for external domains trying to send email requests.  I set the permission and customer access as suggested and then it did work.. Make the required changes as above and then try to send email request and see what the logs show after that. Should not be showing same error message

[Hoa Nguyen]

Bump. We're running into the same issue.

[Daniel Istrati]

Hi guys, I am experiencing the same issue as well (even tho when all the options are enabled from your suggestions), is there any solution to this?

Thank you!

Kind regards,

Daniel

[Suzi Firth]

Hi @brad.krivelow 

You should have "Allow portal-only accounts to be created for new customers accessing the help center" switched on too.

Suzi

[Brad Krivelow]

tried that and still nothing as well

[Daniel Istrati]

same for me doesn't work

[Daniel Istrati]

@brad.krivelow hi brad did you manage to find a solution to this?

[Influential Eliot]

Doesn't this mean that they create a cost by doing so?

Surely there should be an option that even if they can't *raise* tickets, they can at least update them when they send through a [JIRA](PROJECT-999) email, right?

[Mikael Sandberg]

Check your Customer permissions on the project and make sure you have selected "Anyone allowed on the customer access settings" under Service project access.

[Brad Krivelow]

Yup...still no dice

[Mikael Sandberg]

Have you also enabled "Customers can access and send requests from the portal without logging in"?

[Brad Krivelow]

tried that as well

[Mikael Sandberg]

Hmm, okay check if Settings > Products > Email requests that either of the top two options for Account creation for customer is selected

[Suzi Firth]

@Mikael Sandberg 

Wouldn't it be only the second option for Anyone? They aren't existing customers so top option would still block.

[Mikael Sandberg]

No, both allows creation of new accounts, for the first one it depends on both your global customer access settings and project setting, here is the KB explaining it.

It comes down to if you want to control customer access on the project level or on a global level.

[Daniel Istrati]

tried that too, didn't work

[Marie-Josee Parent]

Hi I try many test to finaly got it 

I create a automation from my jira software to JSM with this parameters, 

requests via people's normal e-mails are also accepted

customer access = 

After go to email request in your project and manage allowlits and add the domain

[Maximilian Rettig]

i dont get it.. can you explain better?