Signup is not currently available for Service desk received through AWS SNS Services

[Palash Sinha]

Hi Support, 

We are receiving the message "Signup is not currently available" in spite of the domains being whitelisted and email verified. We are able to create tickets from direct email marked on this the jira email to ticket id. 

The message body shows up in the logs 

04/Sep/21 11:37 PM FAILED
Signup is not currently available
no-reply@sns.amazonaws.com
AWS Notification Message
Jira Service Management Mail Handler

[Angélica Luz]

Hello @Palash Sinha,

Thank you for reaching out to Atlassian Community!

When the message "Signup is not currently available" appears on the email logs, it means that the customer who is sending the email doesn’t have an account on the site. 

Whitelisting a domain is just to make sure that all tickets from that domain will create a ticket, but it only works if the customer already has an account on the site or if the project and site are open for customers to create their own accounts.

With this said, you can either manually invite the customer to the project, so future emails won’t be rejected or allow customers to create their own accounts.

Please, go to Cog icon > Products > Configuration and allow customers to create their own accounts:

 

Also, if you want to allow all customers to create tickets on a project without the need to manually add them, go to Project settings > Customer permissions (company-managed) or Project settings > Channels > Customer permissions (team-managed) and on Service project access set “Anyone on the web” > Save.

Kind regards,
Angélica