Email failed with "Signup is not currently available"

[Terry Zhang]

We have email handler to add reply from email to the ticket as comment. We have a case that a customer created a ticket in the portal. I replied to the ticket from email as agent, which got added to the ticket as comment. Then the customer got the notification about my response and replied from email too. But it failed and the log said "Signup is not currently available". Since the customer created the ticket in the portal, I suppose the customer was already signed up. In customer permission, we have selected access for "Anyone with an account on" our company. Any idea how to fix this? Thanks.

[Angélica Luz · Accepted solution]

Hello @Terry Zhang,

Thank you for reaching out to Atlassian Community!

When the email fails with this error it means that the person who is sending the email to Service Management doesn’t have permission on that project. 

Some people use a mail client with different email addresses and it happens that they reply to a Jira notification with the wrong email address.

It’s important to confirm in the logs if the “From” email address that failed with this error is the exact same one the customer used to create the ticket in the portal.

Kind regards,
Angélica

[Terry Zhang]

Thank you! That's exactly what happened. We have email alias. The customer account has the primary email address and response sent out from the customer was from the email alias so they don't match. Thanks again!

[Sshah]

@Angélica Luz 

Many Thanks...

This resolved our issue of Email Integration with Jira.