"Condition Pending" status in Jira Service Management Cloud email requests
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn why an email may get stuck in Jira Service Management's mail handler with status CONDITION PENDING.
Solution
Why am I seeing this status?
An email shows CONDITION PENDING in the JSM mail handler when a first-time customer from an approved domain still needs to verify their new Atlassian Account. The request is only processed once verification completes, at which point the log transitions to CONDITION MET, then NEW REQUEST.
There is a feature request suggesting skipping this step:
What settings affect this?
There is a combination of settings that cause the behavior:
Site level: At the site administration level (sitename.atlassian.net/admin), you have configured approved domains.
Product level: 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 cause JSM to automatically add a user from an approved domain when they submit an email request to the project 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.
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