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

Brad Krivelow March 15, 2023

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.

9 answers

1 vote
Filip Zverec
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September 13, 2023

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

0 votes
Ole Treptow April 2, 2024

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!

 

0 votes
Tim Gorbatuk
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November 1, 2023

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? 

0 votes
bruno osuch
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July 27, 2023

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

0 votes
Prathim Mukherjee June 18, 2023

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

0 votes
Hoa Nguyen
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April 7, 2023

Bump. We're running into the same issue.

0 votes
Daniel Istrati March 27, 2023

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

0 votes
Suzi Firth
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March 15, 2023

Hi @brad.krivelow 

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

 

ice_screenshot_20230316-085125.png

Suzi

Brad Krivelow March 15, 2023

tried that and still nothing as well

Daniel Istrati March 27, 2023

same for me doesn't work

Daniel Istrati March 28, 2023

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

Influential Eliot November 30, 2023

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?

0 votes
Mikael Sandberg
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March 15, 2023

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 March 15, 2023

Screenshot 2023-03-15 at 4.37.19 PM.pngYup...still no dice

Mikael Sandberg
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March 15, 2023

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

Brad Krivelow March 15, 2023

tried that as well

Mikael Sandberg
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March 15, 2023

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

Screenshot 2023-03-15 at 4.31.01 PM.png

Like Suzi Firth likes this
Suzi Firth
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March 15, 2023

@Mikael Sandberg 

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

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Mikael Sandberg
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March 16, 2023

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.

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Daniel Istrati March 27, 2023

tried that too, didn't work

Marie-Josee Parent March 11, 2024

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 = Snag_67071453.png

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

Like gstete likes this
Maximilian Rettig
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May 24, 2024

i dont get it.. can you explain better?

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