Incoming Email issue

[James Bylett]

Wondering if anyone can offer any suggestions for a strange issue I'm having. I have an IT Support portal set up in JSM, and several months ago I set up our Cloud backup solution to send copies of it's daily report emails to the atlassian email address attached to this portal so the report emails are automatically logged as tickets daily (I have automations to automatically close the successful reports and only leave the ones with faults as open tickets but that's by-the-by). I added the incoming email address as a service desk customer to ensure it was recognised and tickets were properly logged

This worked great for almost 5 months, then the emails just suddenly stopped being logged. When I checked the email logs, it's failing with an error of 'You don't have permission to access this service project.'. Nothing has changed, I've double checked that the email address is still the same, I've even removed and re-added the email as a service desk customer, but still it's erroring. What could have caused it to just spontaneously decide it doesn't like this email address despite it being listed as a customer?

[Marcus Jones]

Hi James,

It seems like something has changed. Are you the only admin in that project including Global admins?

Some things that come to mind are

- Is the Channel Access set to Open? Since this is new I'm wondering if it got set to Restricted for some reason.

- Have you checked the logs for the project email address?

- Has someone added that email to the blocklist or have emails been disabled in the project?

You may have already checked all those items, so apologies if this is redundant.

[James Bylett]

Hi, thanks for the response

I'm not sure what you mean by channel access

The logs for the incoming email show other emails coming in and being successfully logged as tickets, but the ones for this particular address all say Failed with 'You don't have permission to access this service project'.

It's entirely possible that the owner of the email address has blocked the address attached to the project as I believe it's their mail support email, not a noreply, however surely that wouldn't prevent Jira from logging the incoming email, it would only prevent it from sending updates back out again?