Jira Service Desk email only creates tickets from SOME emails sent into the configured email accou

[Mohsen Hafiz]

I have an email account configured in Jira Service Desk so that emails sent to that email automatically create a ticket.

It seems to only work randomly. 

So far only correlation I've noticed is if people email from a domain other than my company domain or similar domain (my tests) it doesn't create a ticket but if people email from my company domain or similar it creates a ticket. 

[Mohsen Hafiz]

You may have solved the mystery. It looks like only people with accounts are allowed to create email requests. 

So that begs the question, if I open it up to anyone, will sending an email to our support email allow anyone to get a Jira license at our expense?

[Angélica Luz]

Hi Mohsen,

If you set the option for customers to create their own accounts when sending an email, it will create a customer account for them, they won't count as a license.
You can have as many customers as you need, they don't receive a license because they have limited access only to the customer portal.

The configuration that you need to change to allow this is:

Go to the Project Settings > Customer permissions > Who can access the portal and send requests to "Project name"? > Anyone with an account on https://yourinstance.atlassian.net.

Then you will see the option "To allow anyone to send requests, change the Global settings" so click on change the Global setting to be redirected to the Jira Service Desk Configuration.
On this page you need to change "Can customers create their own accounts?" to "Yes, by signing up or sending a request".

Hope this helps!

Regards,
Angélica

[Angélica Luz]

Hi Mohsen,

Can you please check the logs of the email address?
This will help us to understand if there is something blocking the tickets from being created.
Please, go to Jira Settings > Applications > Email requests and click on "View logs" for the affected email.
If it shows an error, please post here or send a screenshot.

Regards,
Angélica

[Mohsen Hafiz]

You are right, take a look at these various different failure types: