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Issue created only after incoming email replied to

Hello Atlassian,

We have configured Service Desk with Create New User:true and with an Incoming email handler for our support mailbox.  Once a user has created an account and sends an email to support mailbox the Issue is not automatically created in JIRA Service Desk.  However, once a support tech replies to the email sent by the customer who has a JIRA account an Issue is then created in Service Desk.  Is this correct?  

Does a customer who has set up a JIRA account have to log in and submit a ticket using JIRA or should the email to the support mailbox configured by the handler automatically create the ticket?

1 comment

Hi Adrienne, 

In your Customer Permissions settings, is the option turned on that your team has to add customers to the project or that anyone can email? 

Similarly, in Jira Service Desk configuration in global settings, do customers have the ability to sign up by sending in a request? 

2018-07-30_16-03-38.png

Another thought is that the customer may not have the 'create issues' permission in the project. 

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