I am a system administrator for Jira Cloud, and I have one Service Desk project that is behaving strangely. Emails from non-company domains do not generate issues, even though the system, application, and project settings are appropriate. This only appears to be happening in one project.
Specifically: here are the errors I am seeing in the Service Desk Mail Handler logs under our problematic project.
For comparison, here are the email logs from another Service Desk project with identical Customer Permissions settings.
As you can see, emails from external sources seem to be successful in this case.
So, in order to address the "Failed: Signup is not currently available" error I first checked Global Customer Permissions here, and they appear to be configured correctly to accept issues without requiring signup.
In addition, I checked the Customer Permissions settings at the project level, and they also appear to be configured appropriately.
What am I missing? Is this a JSD Cloud bug? I have a good amount of experience in this product and yet, after consulting all the relevant documentation, I'm not sure what is going on here.
I just got done going through Jira's support to find an answer to this issue.
1st - Check to make sure that the email address does not somehow have both a record in your Atlassian systems as well as your customer portal systems. Having the email in both locations confuses how the system treats the account. If the email is in both locations migrate the customer portal account over to Atlassian.
2nd - When a person emails the ticketing email account if the CC a user who has not already previously been added to the customer service portal/Atlassian accounts then the system will not create an account for the user. - the explanation that was provided to me for this is that JSD was originally built as an add on service. The entire Customer Portal Customer system does not tie in with the rest of the Jira core processing. Essentially the system has become a core product w/o the core development necessary. It seems they are working to integrate the systems better but there is a lot of work to be done.
3rd - When a user creates their email if they use a former ticket' reply as a template. Even if they remove the ticket number from the subject, the system will link the email based on the message ID to old tickets. This blocked my Customer Portal request participants from opening tickets after they were closed and then blocked them from creating new tickets.
I have this very same issue, with the identical configuration that @Clayton Chancey summarized above. In my case, however, emails sent from non-company domain, do not even land in the Email log. I also agree, that documentation and instructions around this configuration is far from perfect.
As an extra credit, I would really like to know why a basic (IMHO) feature like email originated cases is dependent on the setting that allows/restricts customer self registration. I actually need to prohibit customers from being able to register on their own, because captcha is not supported by Cloud (what?!), so this dependency is rather lame.
@Jason Selby You do not have to add them to the organization and/or project if you have account creation enabled. Automatic account creation won't work if someone CC's a user on the inbound ticket email because Request Participants don't function as Customer Portal JSD accounts. They fall under the Jira Core Notifications comment creation. In this case, you would need to add the user account to the Project's Customer Base.
If they already have a customer portal account and they email a new project for the first time it will automatically add them to that new project.
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