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Unable to send emails to Jira


HI There

I have a case here where one of our user cannot send any emails to Jira. 

So, this person used to be a user in Jira, then he changed department so no longer needed access to Jira so rather than revoking site access we removed the user and removed him from the customer list which then deleted all his issues that are linked and he lost access to all his issues etc.  Here is the ticket number for that JST-610985 . 

But in the last year he gained access again for certain reasons and since its changed now I have revoked his site access. But since doing that he is no longer able to send any emails to our Jira email address as someone asking for help. 

Normally anyone in the organization can send an email to Jira asking for IT help but everytime this user tries, he doesn't get a reply back which is something  we have setup in our system and when I had a look at the logs, it says "failed". 

Could you please assist me with this and also provide me a brief understanding of how this works? 

I also checked if he is available under the "Customers" list and he wasn't. When I tried adding it gave an error message to check the email. 

Can I deactivate his managed accounts and then add his as a customer? Will that work?


I will attach some screenshots here. 





1 answer

0 votes

Hi @Aamina Reihana 


Please check checkbox 'has access on site' and what license user need to have assigned (Jira Software, Confluence, Jira Service Management).




HI Sebastian

I cannot do that because I dont want him to have access to the site. I would only like him to be able to email us through our Jira email. 

As mentioned in my actual request, he used to have site access which also means that he used to be a user but he doesn't need the access anymore so we have revoked it but this also stops him from emailing us. 

Is it got something to do his email address because its registered as user in Jira and now he is only someone who is trying to email Jira?

He is unable to send any emails to us asking for any support because it keeps failing. 

This is our email log displaying that it failed. 


Technically anyone in the organization should be able to send us emails. 




And user is added to customers in JSM project?

Im unable to do that, it gives an error when I try to add the user and throws an error asking me to check the email address. 

I have added the screenshot in my original email. 




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