Incoming email status - CONDITION PENDING

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要約

The project channel access is set as "Open - Anyone can submit requests to this project" and "Allow customers to create accounts", still when a customer sends an email to the project's email handler it does not create a ticket, instead at the email requests logs, it shows a status CONDITION PENDING - Account verification required.

Within the Customer access settings, you can configure how new accounts are created, between Internal and External customers.

It happens only for the Internal option - Atlassian account. It does not affect External - customer accounts.

Why am I seeing this status?

When a customer from an 'Approved Domains' sends the request for the first time, they will have to create their Atlassian Accounts, thus the customer will receive an email to verify their account, and complete the signup before their request is created within your project.


Once the customer completes their signup, the status in the email request logs should change to CONDITION MET - Account verified, and only then their is created automatically.

If you have Set up an open portal, if a customer tries to submit a ticket via the portal without login, using a new account with an approved domain, they will not be able to, it will display the warning message “Before you can send this request, sign up to continue". Hence, the customer should sign up and create an account before creating a request ticket.

There can be accounts with a valid SMTP address but without a real mailbox that are used to send alerts or notifications to create tickets in service projects. Since you can't verify those accounts through emails, you need to add those accounts as Customers to the project: Add a customer to a service project

最終更新日: 2024 年 1 月 30 日

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