How to create ticket from any email sender (customer)

[paul sexstone]

I have imap collection at jira system level collecting email, emails from unknown users are ignored. Senders who are sd users are processed ok. 

I can add unknown users to service desk and don’t want hundreds of external people consuming so licences just to send and email for ticket creation

the create user option on the mail handler, creates a user but still doesn’t process the email to a ticket.

is there any way to configure email to be allowed to the sd project for ticket creation from any source email address?

Creating the customer in the project didn’t work as it sends and invite and most oft the emails received are from automatic alerting systems , I am trying ton injest emails into tickets.

[Angélica Luz]

Hi Paul,

Thank you for reaching out to Atlassian Community!
As per your description, I understand that you added an email to receive requests using Jira Settings > System > Incoming email, is that correct?

The email handler directly on Jira Service Desk project has the option to allow customers to create their own accounts by sending an email or logging in on the customer portal, so anyone that sends an email to the service desk, a ticket and an account will be created.

You can find more details about Service Desk mail handler on the link below:
- Receive requests from an email address

Regards,
Angélica

[paul sexstone]

This does not apply to emails received from automated sources as they cannot signup. Automated sources cannot complete the invitation process.

I wish to allow and accept emails from a source that has no account.

With create user turned on, a jira user is created not a project customer.

How can I receive a ticket from an unknow email address that is automated and cannot complete the invitation. E.g. great user enabled, put in a default group with permissions and access to service desk, that does not consume a sd licence? Is this possible

[Angélica Luz]

When using an account that is not "real", where they can't access the email inbox to finish the process, it's complicated due to notifications, for example.

There is a workaround that I tested here and it works.

I created an account that doesn't exist, for example, steverogers@theavengers.com and then changed the password through Administration > Jira Service Desk and I was able to log in on the customer portal with the password I set.
So, for these automated sources you can create a password for them, but if someday they get locked out of the portal due to many attempts to log in, it will not be possible to reset the password, even creating a new one.

Unknown sources can send an email to create a ticket, but you must use the Service Desk mail handler.
I didn't test here because I don't have any unknown user on my test instance, but you can go to their profile and change the password and try to login to check if that workaround also works for them.

E.g. great user enabled, put in a default group with permissions and access to service desk, that does not consume a sd licence? Is this possible

A user that does not consume a license is a customer or an internal user that was not added to the default group.
Also, only internal users can be added to groups. Customers can be added to organizations.

[paul sexstone]

I am using an inbound mail account, configured mail handler in Jira to pass the email to the service desk project

unknown sources can send the service desk through the handler an email but emails sent to the mail box cause an invitation to be started and subsequent emails from the same source are still not processed into tickets.

I do not wish to create, reset and logon to each new users account just to be able to receive a ticket, I just want the email to be accepted and processed as a ticket. 

[paul sexstone]

adding an emal address to service desk "customers" does not allow processing of email from the mail to a ticket

[Angélica Luz]

Jira Service Desk works better with its own mail handler. The inbound mail account is for Jira Core and Software projects. It can be used for SD, but it's not recommended.

I understand that you want to receive emails from unknown sources, but for them to do not count as a license, they need to be customers.
Also, with the SD mail handler, we can check the logs to find out why an email is not processed, for example.
If you let your project open to customers create their own accounts, the unknown sources will be able to create tickets via email.
On the documentation below you can check how to troubleshoot SD mail handler if tickets are not created:
- How to troubleshoot issues with the email channel