E-mails not processed from portal only customers.

[Charles McCabe]

I administered an old version of Jira on-prem for years, but I'm new to doing this in the Cloud version. Yesterday I configured mail processing from an on-prem mailbox and it was working fine.  This morning one of the people testing it told me that her e-mails weren't getting processed.

I've narrowed the issue down to the fact that the e-mail address she's sending from was configured as a "portal only customer". I've tested two other addresses:

• send successful e-mail
• create portal only customer with that e-mail
• watch it fail to pick up new e-mails
• delete the portal only customer
• watch it succeed again

This behavior seems backwards to me.  If I were automatically creating portal only customers from incoming e-mails, this would make it so they could only ever send one ticket via e-mail (if that).  What am I missing?

Thanks,
Chaz

[Brant Schroeder]

Chaz,

  What are your customer permissions set to on the service desk?

https://confluence.atlassian.com/servicedeskcloud/project-customer-permissions-954239155.html

[Charles McCabe]

"Customers my team adds to the project"

I'm not perfectly sure how the original affected user was added (whether they were entered manually or someone was testing auto creation), but the test users I created were definitely done manually, so I assume they qualify as "Customers my team adds to the project".

Thanks,

Chaz

[Charles McCabe]

Based on the article you linked (which I had already read), I just want to clarify...e-mails that are not portal only customers work just fine.

Thanks,

Chaz

[Brant Schroeder]

What are you seeing in the service desk email processing log, what is the specific error?

[Charles McCabe]

I haven't been able to find a log so far.  I googled and googled and it always seemed to reference the on-prem version.

Thanks,
Chaz

[Brant Schroeder]

1. Choose  admin > Settings > Applications.
2. Under Jira Service Desk, select Email requests.

Each email address listed here will have a view log link that will provide you some additional information.

[Charles McCabe]

Right.  I had found that earlier and didn't (don't?) think it's relevant, but then again, maybe I'm missing something huge here.  Here's the history:

Someone (the non-processing user in question) had previously setup an address there, jpsup@company.atlassian.net, which I didn't know and which is not the way we should be going as a company.  Last night I setup our on-prem mailbox under System>Incoming Mail and it worked and continues to work.

I'm not sure how the two interact, but I didn't want to go messing with that jpsup@ address if it wasn't impeding progress.  Point being, there's next to nothing in that log:

Thanks,

Chaz

[Charles McCabe]

Bump?