Summary

When a Cloud site allows Jira Service Management customers to sign up, and Channel access is set to Open (Customer permission Channel Access set to "Open - Anyone can submit requests to this project."), the email processing from new customers fails with the error "Signup is not currently available". Furthermore, the agents are not able to manually invite JSM customers to this project. 

Diagnosis

Even if agents try to add these customers to the Customer page manually, there is an error "Successfully added 0 customers. The following customers could not be added" :

However, the action to invite the new customer might work on another JSM project.

Cause

This happens when the "Service Project Customer - Portal Access" security type is not assigned to the necessary permissions. If this problem applies to your case, you will see an error warning at the top right of your project suggesting some issues with the project configuration:

If you click on "View error details and repair the problem" > "Show errors", you will see that the "Service Project Customer - Portal Access" security type is missing some permissions. Here is an example:

The issue is happening because the Service Project Customer - Portal Access security type is missing the necessary permissions that allow customers to view the project portal and raise requests.

Also, it's not recommended to remove/change the default permissions from the permission scheme of JSM for the following roles:

• Administrator
• Service Project Customer - Portal Access
• Service Desk Team
  Some of the permissions associated with these roles, have backend functions, and removing them might cause the portal functionalities to have unexpected behavior.

Solution

Apply the Fix permissions for the popup error to restore the default permissions: