JSM incoming email error: Self-Signup Disabled

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

Users may report that after sending an email to the Jira Service Management mail handler the requests aren't being created and show a FAILED status with the 'Sorry, self-signup is disabled for this help center. You need to be invited first' error message in the logs, as follows:

Jira Service Management email processing log showing a FAILED status with the details Sorry, self-signup is disabled for this help center. You need to be invited first.

How to troubleshoot it

There are a few factors (and sometimes a combination of them) that could cause this. They should be checked in the following order:

1 - Go to the respective project's customer permissions (accessible through Project settings > Access > Customer permissions options from your service project left menu).

  •  Check the project channel access configuration (screenshot below).
    • If the option "Open" is selected, skip to the next step below.
    • In case the option "Restricted" is selected, go to your project's customers page (accessible from the initial service project page by selecting the Customers option from the left menu) and filter for the user's email address. If the account isn't listed, that's the cause of the problem and you should add the user to the project.

 Jira Service Managements Customer Permissions settings. Agents and project admins can add new customers via the To or Cc fields in email. Channel access is currently set to Open. Links are provided to learn more about users and roles and to update customer access settings.

2 - Go to the Jira Service Management customer access configuration page and validate the Portal access settings (screenshot below).

  • If Allow customers to create accounts option is selected, skip to the next step.
  • Otherwise, if the Don't allow customers to create their own accounts option is selected it will prevent the customer accounts from being created.

Jira Service Management portal access settings. The Allow customers to create accounts option is selected, enabling customers to create their own accounts by signing up or sending an email request. An unchecked option allows customers to access and send requests from the portal without logging in. The alternative, unselected option, Don't allow customers to create their own accounts, restricts account creation to agents or admins, disables sign-ups, and prevents processing email requests from unidentified customers. A link is provided to learn more about email requests.

3 - Depending of how the approved domain is configured it affects and restricts the sender's domain from creating an account, depending on the account types you've enabled on your site (refer to this documentation for more information on that matter):

Jira Service Management Account Type settings. For Internal customers (employees), the Use approved domains option is unchecked. For External customers (those outside the company), Allow portal-only accounts to be created is checked. An unchecked option allows restricting account creation to specific email domains, with a field to enter the domain. Links are provided to learn more about internal and external customers.

  • If the Internal checkbox is selected click the Approved domain's link and see if the sender's domain is listed as an approved domain.  
    • In case it's not, add it to the approved domains list.
    • Ensure that the Customer product role is granted for Jira Service Management. 


  • If the External checkbox is selected, check if the Only allow account creation for customers with specific email domains checkbox is also checked.
    • Verify if the user's domain is listed there. If it's not, you should add it to the domains list.
    • Settings for External customers. Checked checkbox Allow portal-only accounts to be created for new customers accessing the help center. Checked checkbox Only allow account creation for customers with specific email domains, with an empty text box to enter a domain and an error message below it stating Domain list should not be empty.


After taking one or all the above corrective actions the users should now be able to create the tickets via email accordingly.

Last modified on Feb 5, 2025

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