Can service desk customers respond to email notifications and have the respond added to the comment field?

[Shelley Finerty]

Our customers all have accounts in JIRA via LDAP connection but do not have JIRA licenses. They can log into the customer portal and submit issues and comment on them.

We also want them to be able to respond to email notifications and have the reply stored in the comment of an issue.

The error we get is:

FAILURE

Signup is not currently available

Our customer portal is set to 'Everyone with an account can access my Customer Portal'.

[Shelley Finerty]

And yes, it only occurs when customers respond to the Service Desk notification via email.

Everything works as expected when they submit a ticket and comment on it via the customer portal.

[Shelley Finerty]

We don't want public signup enabled - we are controlling access via LDAP.

All customers are showing up with accounts in the 'People' section of the service desk.

The project itself is secured so that only those with an account can submit tickets.

[Myles Fullen]

Do you have public signup enabled?

[Steven F Behnke]

So to be clear, this only occurs when you use email?