Customer ticket is not created in Jira service Management

[Pratibha Andukuri]

Can someone please help me with this issue.

Why doesn't a customer e-mail create a ticket in JSM? Is it because he is also a member of Jira Software Project as well?

Email log shows the  failure reason as "You don't have permission to access this service project." although the customer is available in Customers List in JSM.

Thanks a lot in advance

[John Funk]

Hi Pratibha - Welcome to the Atlassian Community!

If the user is a customer AND has a user account with the same email, that is probably why. You need to merge the two accounts or migrate as Atlassian puts it:

1. Go to Jira Settings > User Management
2. Select Jira Service Management from the left-hand menu
3. Search for the customers
4. On their row, select 3-dots icon > Migrate to Atlassian Account
5. Follow the instructions

See this help page for more information on different accounts, and other options to migrate them.