Fixing "Email doesn't belong to domains allowed in customer access settings" error for JSM Cloud incoming email
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
When a customer that doesn’t have 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 Jira Service Management customer product role.
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 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’; it will assign the customer role to users who access your Jira Service Management help center. They need to 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.
References:
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