I have set up ticket creation in a Jira Service Desk Project, which is working for emails sent by internal users of organization, But I want to create ticket from emails coming from outside organization like example user@<text>.zendesk.com, But its not working.
Can any one please tell me what settings i need to configure.
@Aashutosh Kumar, that is not the correct way to set up email requests for your service desk.
Please follow this guide. Basically, your customer permissions are correct, but you need to navigate to Project Settings > Email Requests and configure your mail handler there.
I believe the incoming mail handler you mentioned above was configured in the System Settings > Incoming Mail section. If so, that is not correct and it should be removed.
Let me know if you have questions.
Also @Aashutosh Kumar , setting up public access is very insecure. Anyone can sign up for your instance and get into the main projects, not just the service desk ones. I would highly recommend turning that off if you do not want anyone being able to sign into the main portion of Jira.
Right now, this will accept emails from anyone already added to the project. If you want to accept emails from ANYONE, you first need to change the customer permissions to "Anyone can email the service desk or raise a request". That will automatically create new accounts for them.
Still Emails from Outside organization is not generating Tickets, But Emails from within Organization is creating Tickets.
Emails are coming from senders like below
@Aashutosh Kumar, can you navigate to Settings> Applications> Email Requests. In there, you should see a place to look at the log for the connected email address. Click into view the log, and then check out the processing log. If you can provide screenshots of that log, that would be helpful. Based on what you're showing me, external emails should work.
It looks like this ticket has a workaround. However, be aware that according to Atlassian:
The provided workaround will apply to all emails processed by the filter, which can cause incorrectly created issues. Being able to white-list addresses should prevent this from happening.
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