Unable to create a ticket by mail for a single user

[RDaridan]

Hi,

I contact you as we are facing a problem with a single user (others are ok)

Customers usually send an email to create the tickets in our JSM instance.
The service project does not allow public registration and this user's account, like the others, was created using our AD.

While all other users can create new tickets, this user cannot.

As you can see in the screen below, we do several tests and when we use the Mail Audit Log, requests from this user are blocked and the message is: Signup is not currently available. 

The user is in the "Service Desk Customers" role.
He has the same groups and access as other users.

We checked the account in the active directory and everything is ok.

Please, could you give us some ways to solve this problem and allow the user to create tickets using emails?

I am available to answer your various questions, if needed.

Best regards,

Renaud Daridan

[John Funk · Accepted solution]

Hi Daridan,

I would go ahead and submit a support ticket to Atlassian for them to investigate.

https://support.atlassian.com/contact/#/

Please post back here when you have an answer for future readers. 

[RDaridan]

Thank you John,

Request is raised.