Emails Requests failing

[David Twomey]

If a customer sends an email to the default email address associated with my Service Desk, they get an email failure with the message in the logs of

"You don't have permission to access this service project."

If i then add the customer email first to the Customers list then the customer is able to send an email and a support ticket is created.  


My settings look correct:  I had thought with these settings, anyone can send an email and get a ticket filed, not just assigned customers.  I believe JSM should be auto-creating the user. 

On the Jira Service Management side i have 



and 



and on the Project settings side i have


Any ideas if there is anotehr setting somewhere i've missed?

[Mikael Sandberg · Accepted solution]

Hi @David Twomey,

Welcome to Atlassian Community!

On the customer sharing settings, change the setting so that customers can manually enter email address. This will create a new customer if they are not one already. The way you currently have it set in the project the customer would have to be invited first before they can send in a ticket via email.

[David Twomey]

Thank you - That did the trick.

[David Twomey]

Thank you Jayesh.  My settings are different.  If you look at the Customer Permissions on the Project level, i only have 2 options, Open and Restricted.  See screenshots above.  I don't have the "Who can send requests" option