Allow External Users to Email Service Desk to create tickets without logging in

[Daniel Lusk]

Hello, 

How do I setup my Service Desk (JIRA Cloud) to do the following:

Allow an external user to email the service desk to create a ticket without setting up an account?

Currently when I have a non-user email the address generated by JIRA the processing log says

FAILURE

Current user is not active

What is the change I have to make globally to allow for tickets to be submitted?

Thanks, 

[Petter Gonçalves]

Hello Daniel,

To allow users to send tickets without needing to login you can navigate to JIRA Settings > Applications > JIRA Service Desk Configuration and flag Yes in the option:

Can customers access and send requests from the help center without logging in? 

P.S: If you turn on this setting, then people can browse these portals and send requests without logging in. If the portal displays articles from a Confluence knowledge base, then Global Anonymous Access will be turned on in Confluence (if you use this application) so people can read articles without logging in.

[Daniel Lusk]

Petterson, 

I just turned that on. And the mail processing handler is still throwing the message that "Failure : Current User is not Active"

[Daniel Lusk]

[Petter Gonçalves]

Hello Daniel,

Is this problem occurring also for other users or only for danielluskstats@gmail.com?

Can you please confirm if you've not created a user with the e-mail danielluskstats@gmail.com in your Service Desk before?

Also, check if you don't have any user on your site with that e-mail address as inactive on your management. If you find it, please delete and try to do it again.