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Failed email due to current user is not active

Why does a deleted user email fail to be received in a Jira service desk project that has 'Anyone on the web' customer permissions to it?

We have a few people that were not supposed to have Jira users, and have since had them removed. They are to send in tickets/requests by email. However, if they send the email (like other team members do with no issues) their email does not get delivered to the inbox/queue. Even though the email request permissions are set to allow anyone on the web. Also other people within our organization that do not have Jira users are able to submit tickets/request via email. As long as they did not have a Jira user.

Redacted screenshot below.



1 answer

0 votes
Ismael Jimoh Community Leader Dec 21, 2020

This is an expected behavior in Jira. 
provided the user has a registered jira user account and jira finds the said account, it will reject their tickets because the said user is disabled irrespective of if the ticket is coming to a project that allow any users to create tickets.

The email order is as followed:

  • Email received check source 
  • Check if user has a valid jira user account, if yes use it, if disabled, reject it
  • If user account is valid and not disabled, check project permissions, if iser has create issue permission, create the ticket, if not revert to default issue create/reject

As you can see the second step guarantees the user cannot create a ticket.

So to solve the following:

  1. Remove the user from all groups that grant him a Jira user license(likely all groups generally so that he is reduced to just a service desk customer.
  2. Activate the said user again

The above makes sure the user the user cannot access JIRA  proper due to the lack of a license but the user is still active so (s)he can still create tickets.


But we don't want them to be users because then we have to pay and keep track of them. We have actually removed their user(s) entirely. Shouldn't Jira treat them as any other incoming email in that case or does the email need to be manually scrubbed from Jira's database to fully remove the email so it is not blocked? 

Ismael Jimoh Community Leader Dec 23, 2020

Hi Michael,

This is rather interesting because if tge users have been removed from your user group(confirm that they weren’t just deactivated), then they should be able to create tickets. You can read up on how to delete a user deletion here:

On the topic of membership, a user who doesn’t belong in a group that grants access to an Atlassian application would normally not lead to you being billed.

If the issue persists, please raise a direct ticket with Atlassian since they will be the ones in the best position to help with user access related topics due to it user management being hosted by them directly.

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