Email Requests in Service Desk not working

[David Gage]

We're in the process of standing up our Service Desk (Server ver3.14) and running into a problem with ticket generation when users email for support requests.

Expectation:

Users email our Support team when they have an issue (which continues to work fine with our old system).  Emails get received in Jira Service Desk and generate a ticket in the queue and an auto response is sent back to the user (or Customer).

Issue: 

However, what is happening, is that SOME of our users are sending an email for support and nothing is generated in JSD although they show in our old system.  The users that do get a ticket created, also have a local account created.

Assumption:

I'm sure that I missed a configuration step somewhere.  Because not every user that this is happening to, only users who do not have an account in JSD, I'm guessing that the root problem goes to account creation.  

Question:

Do my users need to be added to a specific group in order for their account to be created?  And how do I do this without using our available licenses?

Thanx... David

[David Gage]

I have verified that the "Customer permissions" settings are set as followed:

• Who can raise requests? Anyone can email the service desk or raise a request in the portal
• Who can customers share requests with? Any customer, by typing an email address