New customers

[Mark Jennings]

Hi all,

On our JSM portal we have incidents being raised via email to internal email address, this in turn is then forwarded to the Atlassian email channel.

Our issue is that unless they have already been added as a customer, their ticket does not generate. If I add the customer then the email appears. As we could always be having new customers email, is there a way around this?

This issue also is not happening to ALL, only some.

Many thanks

[Brant Schroeder]

@Mark Jennings 

Under Jira Settings > Products > Jira Service Management > Customer Access what do you have set for Portal access?  Options are:

• Don't allow customers to create their own accounts
• Allow customers to create accounts

[Patricia Francezi]

Hi @Mark Jennings 

This doc will help you in finding the best way to your project settings and instance 

https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/

Briefly you can open your project or configure your customer domains to be allowed in opening tickets without further configuration. 

The way you are doing, show that your project configuration is set as "Only the customer agents add to my project". Thats why you currently need to add every single email to your project. 

I hope this helps. If further assistance is needed, let me know

[Mark Jennings]

Thanks - Like I said though, this doesn't happen for all. Some new customers have tickets generated and some don't.

This is our current set up;

[Patricia Francezi]

So, this would be nice have a screen shot of email audit log so we can check the reasons why ticket is not beeing opened. 

Check this doc please and share some errors you got there, please?

https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/

[Mark Jennings]

Sure, here you go.

Please see 12th October & 17th - this is one entry where the user did NOT appear until I added them as a customer. All others on the screen worked correctly.