Unable to Raise Tickets via Email

[Craig McManus]

Hi all,

I'm in the process of setting up our third service desk, which we're hoping to use to allow external clients to email directly to raise a ticket. Our current service desk setup is:

• SD1 - Setup for internal clients to create tickets via the User Portal. Creating tickets via email is not an option as the portal has multiple mandatory fields that we need populated - Works Fine
• SD2 - Setup for system generated notifications. Emails generate automatically when certain processes complete, and are sent to servicedesk@mycompany.com (organisational Office365 account) - Works Fine
• SD3 - Setup for external clients to send emails to. ANY emails sent to helpdesk@mycompany.com (organisational Office365 account) should be picked up and converted into a ticket.

At the moment SD3 is only processing emails from those with a Jira software account or those who have a Service Desk Customer account setup. If an email is received from an account that doesn't have a Jira Software or Customer Account sends in an email, the Mail Audit Log has "Current user is not active" and a Failure status.

Ideally, I'd like for anyone with helpdesk@mycompany.com to be able to send in an email, it be picked up and a ticket be generated for it.

Any advice greatly appreciated!

[Alex Christensen]

In the SD3 project's settings, which options do you have set for "customer permissions?" There should be the option to allow anyone to raise a request in the SD3 portal or via email (see here for some additional help).

[Craig McManus]

Hi Alex,

Under both SD3, "Anyone can send a request without logging in" is selected. I've also selected "Any customer, by typing an email address." as the response to "Who can customers share requests with?"

Under Jira Settings > Applications > Jira Service Desk > Configuration, "Yes, by signing up or sending a request" is selected as the response for "Can customers create their own accounts?". 

Thanks

[Alex Christensen]

I think I've run into a similar problem before. Is this happening to users who already have an account in your Jira instance, but are marked as inactive?

In our case, we had a user accidentally marked as inactive, and since he emailed the Service Desk project with the email on the inactive user account, Jira recognized that account as inactive and we saw the same error message you see ("Current user is not active").

Have you tried sending a test email from an email that you know isn't associated with any existing user account in your Jira instance?

[Craig McManus]

Hi Alex,

Unfortunately, that's not the issue. I've been using a personal, external email address that's never been registered on the system in any way.

[Alex Christensen]

Gotcha. This is definitely a weird issue and there's definitely something off going on here, and if you're confirming that the email account (helpdesk@mycompany.com) is receiving the new emails, then Atlassian Support might be able to provide some better insight than I can here.

https://support.atlassian.com/contact/

Another quick thought - are you on Cloud or Server/Data Center? If you're on Cloud, I'm wondering if you're having the same problem as raised here.