Raise a request using email from non customers

[Rafael Duarte]

Today i can create issue by emailing when the customer is on my LDAP. But now i need to allow a anonymous customer to raise a request without logging.

Bellow the error when a "non customer" send a email to portal mailbox:

falecomrh_jira@sky.com.br: Connection reset
2020-03-23 07:22:17,369 INFO [] JIRA-EventThread-31417 asy00310 418x17972927x1 146wt1i 189.28.16.16,10.52.0.20 /issues/ Updated mail connection id 21 with parameters falecomrh_jira@sky.com.br jiravsfalecomrh cas.sky.local imaps 993
2020-03-23 07:22:17,402 INFO [] JIRA-EventThread-31417 asy00310 418x17972927x1 146wt1i 189.28.16.16,10.52.0.20 /issues/ Updated mail channel id 21 with connection id 21 for project 12001 enabled false
2020-03-23 07:25:13,561 INFO [] JIRA-EventThread-31426 14207 444x17982945x1 19eykeo 189.28.16.16,10.52.0.20 /rest/issueNav/latest/preferredSearchLayout Updated mail connection id 21 with parameters falecomrh_jira@sky.com.br jiravsfalecomrh cas.sky.local imaps 993
2020-03-23 07:25:13,567 INFO [] JIRA-EventThread-31426 14207 444x17982945x1 19eykeo 189.28.16.16,10.52.0.20 /rest/issueNav/latest/preferredSearchLayout Updated mail channel id 21 with connection id 21 for project 12001 enabled true
2020-03-23 13:15:29,679 ERROR [] Caesium-1-3 ServiceRunner Messaging Error when MailPullerWorker pulls emails from falecomrh_jira@sky.com.br: Connection reset
2020-03-23 13:16:29,676 ERROR [] Caesium-1-1 anonymous Messaging Error when MailPullerWorker pulls emails from falecomrh_jira@sky.com.br: Connection reset
2020-03-24 15:12:45,130 ERROR [] Caesium-1-4 anonymous Messaging Error when MailPullerWorker pulls emails from falecomrh_jira@sky.com.br: Connection reset
2020-03-24 15:14:30,417 ERROR [] Caesium-1-2 anonymous Messaging Error when MailPullerWorker pulls emails from falecomrh_jira@sky.com.br: AUTHENTICATE failed.
2020-03-25 08:51:44,809 ERROR [] Caesium-1-1 anonymous Messaging Error when MailPullerWorker pulls emails from falecomrh_jira@sky.com.br: AUTHENTICATE failed.

[Andy Heinzer]

Hi Rafael,

If I understand the situation here, you're using Jira Service Desk Server, and you want to be able to let new customers that don't exist in Jira send an email to an email address and create a request that way.

This is possible to configure within Jira.  There is a project setting specific to Service Desk that has to be configured in this project to allow this.  More details in Managing access to your service desk: Choose who can raise requests.  In this case you will need to the option of "Anyone can email the service desk or raise a request in the portal".  This option is dependent upon public signups being enabled.

The error messages you have posted actually do not correspond to the behavior you are reporting here.  I can see that there is a connection reset happening when Jira Service Desk is attempting to check the inbox of that mail account.  This would account for Jira Service Desk being unable to process all incoming messages at that time, but if the user account did not exist in Jira yet (and your site settings did not permit them to create their own account), then you would see a different error message here in the logs. It would be more along the lines of a 'user is not permitted' type message. 

instead your error messages seems to be more in line with IMAP fails with A3 BAD User is authenticated but not connected error in Jira server integrated with Office365, although we do not see a 'Bad User' error like that KB.  The type of problem is similar in nature.  Jira is not able at that specific time to authenticate with the mailbox for some reason.  The KB explains one situation where if the mailbox is a Shared Mailbox on Office365 this can happen.  Is this by chance a shared office 365 mailbox?

Andy