Issue with creating items via email in Jira Service Management for a specific user

[Tecnologia Gaslive]

Hello, community!

We’re experiencing a very specific issue in Jira Service Management. We have several projects set up, but in our Service Project (used to receive tickets via email), items are not being created when an email is sent by one specific user.

I’ve already checked the project and email channel settings but couldn’t identify the cause. The email sent by the user appears in the logs under:
Automation > Channels and Self-Service > Email > View Logs, but the corresponding item is not created in the project.

Emails from other users create items without any issues. The problem seems isolated to this single sender.

Has anyone encountered something similar or could provide guidance on what to investigate further?

Additional details that may help:

• The user is authenticated and has the appropriate permissions for this project.
• The sender’s email address is correct.
• We’ve tested sending emails from different addresses, and everything works except for this specific user.

Thank you for any assistance!

[Elise Vernier · Accepted solution]

Hello, 

In order to help you, can you tell me if this user is an internal user or an external user? 

If he/she is an internal user, you can check his/her access on the site administration https://admin.atlassian.com/.

• Go to Directory > Users. 
• Search for your user and click on this name. 
• You don't find the user, select Inactive user in the filter. (if he/she is deactivated, you need to activate his/her account first in Managed accounts). 
• Check his/her product access and check if she/he has Customer access to Jira Service Management product. 
• If it's not the case, you can select it. 

After giving customer access, this user can create issues. 

If he/she is an external user, you can check his/her access on the same site admin but go to Products > Site and products. 

• Select your site. 
• Under Jira Service Management, select Portal-only customers.  
• Search for the user and check if he/she is deactivated. 
• If he/she is deactivated, you can give access by clicking on the three dots on the right. 

If you have org admin access you can do everything or you can ask to an org admin to check. 

Hope I help, 

Best regards, 

Elise