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.
Causes
Customer access settings only allow specific domains.
Approved Domains don't grant the JSM customer product role.
The sending user is suspended.
Solution
The customer access settings only allow account creation for customers with specific email domains
Settings > Products > Jira Service Management > Customer Access.
Under Account Types > External, add the customer's domain (press space/enter to save) and Save.
After adding the domain, have a customer on that domain send a test email and confirm a portal-only account is created (check the email processing log if it still fails).
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:
Was this helpful?