Issue Summary

Customer Not Created or Added as Request Participant When Non-Licensed User Sends an Email

This is reproducible on Data Center: Yes

Steps to Reproduce

1. Create a Jira Service Management (JSM) project named 'ABC'.
2. Set up the Email Channel for the project.
3. Configure the Customer Permissions as follows:
   1. Who can raise requests?: Select “Anyone can raise a request on the customer portal or by email”.
   2. Who can customers share requests with?: Choose either “Any customer, by typing an email address” or “Any customer or organization, by searching in this project”.
4. Navigate to Application > Email Requests and configure the following:
   1. Customer account creation: Set to “Yes, both agents and customers can create new customers only if the service project allows public signup”.
5. Create a Test customer and add them to the 'ABC' project.
6. Send an email from the Test customer to comment on an existing ticket, ensuring a new email address is included in the 'cc' field of the email.

Expected Results

When the Test customer sends an email, the following should occur:

• The comment is added to the existing ticket.
• The email address included in the 'cc' field is automatically added as a 'Request Participant' for the ticket.
• A new customer account is created in Jira for the email address in the 'cc' field.

Actual Results

• The comment gets added.
• No user added to the 'Request participants'
• No new user created

Workaround

Required, if there is no workaround please state:
Currently there is no known workaround for this behavior. A workaround will be added here when available