Fix "self-signup disabled" error in Jira Service Management emails

Summary

Requests fail with a 'Sorry, self-signup is disabled for this help center. You need to be invited first' error message in the logs, as follows:

Solution

How to troubleshoot it

The "self-signup is disabled for this help center" email error usually has one of three causes. Check them in this order:

1. Space-level customer permissions (Create Issue for the portal-access role).

2. Global JSM customer access / portal-access settings.

3. Duplicate account or missing membership in the jira-servicemanagement-customers-XXX group.

Space-level customer permissions

Go to Space settings > Access > Space permissions and confirm the Create Issue permission is set for the Service Space Customer - Portal Access role. Then check the Customer permissions channel access:

• If Open is selected, move to the global settings check.

• If Restricted is selected, open the space's Customers page, filter for the user's email, and add the customer to the space if they're missing.

Global JSM customer access / portal-access settings

Go to the Jira Service Management customer access configuration page and validate the Portal access settings (screenshot below).

On the customer access configuration page, confirm Allow customers to create accounts and Allow portal-only accounts to be created are enabled. If Don't allow customers to create their own accounts is selected, portal accounts can't be created, and the email fails.

• If both the Allow customers to create accounts and Allow portal-only accounts to be created options are selected, skip to the next step

• Otherwise, if the "Don't allow customers to create their own accounts" option is selected, it will prevent customer accounts from being created.

  • In this case, update these settings to enable Allow customers to create accounts and Allow portal-only accounts to be created, so customers can create their own accounts by signing up or emailing the mail handler.

  • Or add the customer's email address manually to the service space.

Duplicate account or missing membership

Depending on how the approved domain is configured, it affects and restricts the sender's domain from creating an account, depending on the account types you've enabled on your site (refer to this documentation for more information on that matter):

• If the Internal checkbox is selected, click the Approved domain link and check whether the sender's domain is listed as an approved domain.

  • In case it's not, add it to the approved domains list.

  • Ensure that the Customer product role is granted for Jira Service Management.

• If the External checkbox is selected, check if the Only allow account creation for customers with specific email domains checkbox is also checked.

  • Verify if the user's domain is listed there. If it's not, you should add it to the domains list.

  • 

After taking one or more of the above corrective actions, users should be able to create tickets via email. If these settings were previously working and unexpectedly changed, review the audit logs for any recorded changes. Note that changes might not always appear due to log retention limitations. If issues persist, collect an example of the failed email request in .eml format and provide it for further investigation.

Related articles

• Control how users get access to apps

• A dedicated product access role for internal customers in Jira Service Management

• Change project customer permissions

• Change global customer permissions