CONDITION PENDING status in Jira Service Management mail logs
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
Learn why an email may get stuck in Jira Service Management's mail handler with status CONDITION PENDING.
Why am I seeing this status?
When a customer from your 'Approved Domains' submits a request for the first time, they may need to create an Atlassian Account (if they don't have it yet). They will receive an email to verify their account and complete the signup process. The account is not fully created until this verification is complete, and they must finish these steps before their email request can be processed.
Once the customer completes their signup, the status in the mail handler logs will transition to CONDITION MET and then to NEW REQUEST, which means the email was processed and the request created.
What settings affect this?
There is a combination of settings that cause the behavior:
- On a site administration level (at sitename.atlassian.net/admin), you have configured approved domains.
- On a product administration level, your customer access settings are configured to "Use approved domains to grant internal customers access to the help center with Atlassian accounts."
- On a product administration level, your email requests settings are set to "Anyone can create new accounts based on customer access and project level customer permissions settings."
- On a project administration level, your customer permissions set the project to "Open."
These settings will make it so that when a user from an approved domain tries to submit an email request to the project, JSM will automatically add the user and create an Atlassian account for them. As the user doesn't have an Atlassian account, they must complete the sign up process before the request can be created and they become a customer of your site.
This issue is exclusive to Internal customers (Atlassian accounts). It does not affect External customers (portal-only accounts).
If you use an email with a valid SMTP address but without a real mailbox (usually used to send alerts or notifications to create tickets in service projects), you won't be able to verify an Atlassian account for this address. You will need to deactivate the customer access to create Atlassian accounts for the approved domain, and add the email to the project as a portal-only customer.