Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,456,480
Community Members
 
Community Events
176
Community Groups

Issue with Customer email permissions

Struggling to figure out some permissions shenanigans with our JSM setup and hoping someone can offer some insight

 

We have currently 2 separate projects set up as support queues for different customers, each with a connected email address so that tickets can be emailed in. During testing we had customer service project access permissions set to 'Anyone allowed on the customer access settings', but now we have 2 projects and want customers to be isolated from each other, we've changed it to 'Customers added to this service project only by agents and admins', and have been adding customers by email manually

 

Problem is that since changing this option, we're having trouble getting Jira to accept emails from registered service desk customers, no matter whether I add someone to the customers list, or to the people list in the Service Desk Customer role, I keep getting 'Signup is not currently available' in the email logs

 

Can anyone help with what I'm missing here, logically it looks like it should be working so I can't see why it keeps refusing to accept emails

1 answer

0 votes
Tansu Akdeniz Community Leader Nov 30, 2022

Hi @James Bylett 

There is nothing wrong with your logic. Customers added to project should be able to create ticket via portal or e-mail. Each project will have their own customers.

So, when you add the user as a Service Desk Customer, can he/she see the project in customer portal and create ticket?

I ran some more tests this morning, deleted all records of my test email address and started from scratch, this time I only added my email under 'customers', didn't recieve an invitation to join the project via email but assumed that was because at this point I already have an atlassian account registered under that email (though oddly it wouldn't let me log in at the portal sign in page, I had to log into atlassian separately and then go to it). After I logged into atlassian and checked everything, I was able to submit tickets via the portal or email, and add comments via email, none of which wa working yesterday. Could the issue have stemmed from my email address being added in both the customers list and under people?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS

Atlassian Community Events