Incoming Mail - Email handler is not working good.

[loganwhiteteam]

Please take a look at these screenshots:next

You can see that "Create Users" check box is checked.

But when new customer send us an email for supporting (E.g new customer email newcustomer@gmail.com  (does not exist on our system) send us email support for an issue with existing key M2KAM), the system does not create new user for this customer email.

This case appear when a customer forward his/her ticket to other customer.

Thanks.

[Angélica Luz]

Hi Hoang,

Thank you for reaching out to Community!
I've checked on your screenshot that you are using the Jira mail handler, but as you need to create customers on Service Desk, you must use the JSD mail handler.
Please, follow the steps on the documentation below and let us know if it works for you:
- Receiving requests by email

Regards,
Angélica

[Thuy Luu]

Hi there,

I'm sorry. But, I dont understand. Could you help me specify which line in this doc?

Which configuration I need to configure?

[Angélica Luz]

Hi Thuy,

You must go to Project settings > Email requests > Add an email address.
This is where you will configure the address that customers can send an email in order to create tickets.
Then, before sharing the email address with the customers, you must check their permissions:

Prepare customers for email greatness

Please, let us know if you face any issue.

Regards,
Angélica

[Thuy Luu]

Hi there,

Do you have any automation way to help us create customer user automatically.

This is manual way. We received too much new emails to create new users.\

I think we can't solve it by using this way (Project settings > Email requests > Add an email address, ...)

[Angélica Luz]

Hi Thuy,

You can allow customers to create their own accounts, so when they send an email to your service desk, an account will be automatically created.
To allow this you must follow the steps of the documentation I sent before to add an email address to your service desk and then, on the project settings click on "Customer permissions" and select:



It will enable public signup on your instance.

Then, on Applications > Jira Service Desk > Configuration you must select:



If you have any other question, please let us know.

Regards,
Angélica