Resolving Domain Restriction Issues in JSM Cloud Email
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
This article covers steps to resolve the domain errors when the domain isn't allowed or approved for JSM Cloud.
Example scenario
When a customer without an active account sends a new message to the service project email address, a new user is created for this customer.
If their domain is not allowed in the Jira settings, the account will not be created, and the message "Email doesn't belong to domains allowed in customer access settings" will appear.
Causes
The customer access settings only allow account creation for customers with specific email domains.
The Approved Domains don't grant the Jira Service Management customer product role.
The user sending the email has been suspended.
Solution
The customer access settings only allow account creation for customers with specific email domains
Go to Settings > Products > Jira Service Management > Customer Access.
On the Account Types > External.
Add the customer domain and press space or enter to save it.
Save the changes.
The Approved Domains don’t grant the Jira Service Management product role
Go to admin.atlassian.com. Select your organization if you have more than one.
Select Products > User access settings > Approved domains.
Select Add domain and enter the URL for the domain you want to approve.
For Jira Service Management, select Customer. This will assign the customer role to users who access your Jira Service Management help center. Users must be logged in to an account with the approved domain.
You can also edit the Any Domain settings to grant the new users the customer product role.
The user sending the email has been suspended
Go to admin.atlassian.com. Select your organization if you have more than one.
Under Directory > Users, search for the user that you are trying to restore.
Make sure all filters are unselected, in case the filter is set to show only active users. If it is, you might not be able to search for the affected user.
Click on Restore access. The user account will be restored successfully.
References:
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