Not able to receive email via service management

[Tanya]

I am not able to receive email via service management (sent to Jira default email). I see them in the Log table as "Failed". Here are my relevant settings below. What else do need to enable to receive those?

Global Mail settings
… /secure/admin/global-mail-settings

• Everything is ON

Project Settings > Customer permissions

• Channel access OPEN

Custom access
jira/settings/products/servicedesk/customer-access
Checked: 

• “Allow portal-only accounts to be created for new customers accessing the help center”
• Don’t allow customer to create their own accounts

[Kian Stack Mumo Systems]

@Tanya, 


Each JSM project should have it's own email address. Have your customers email there. It will be in the form of projectkey@<your-site-name>. So if my project has key "TEST" at the website "test.atlassian.net" my email would be test@test.atlassian.net.

Thanks,

Kian

[Tanya]

That is the one I am using. One that is listed under "Default email account" - demo@mycompany.atlassian.net - project is "demo"... 

[Tanya]

Ok, now it's working. I have no idea why, I just resent the email.

[Tanya]

I was wrong. It only works if the email comes from an account that has been added to the project, but it still doesn't receive email from other public accounts.

[Tanya]

@Kian Stack Mumo Systems , do you have any other suggestions? I am still not able to resolve this.

[Kian Stack Mumo Systems]

Can you show your customer permissions for that particular desk?