We have that problem even in Jira base when using Mail2Jira (incoming Mail). Ticket is not created due to inactive user. But user had some years ago an account (switched department -> not using Jira anymore). But we can not delete the user, as it is legally for auditing purpose not allowed.
If we activate the user, he counts a licence, even never logging in again.
There should be an auto response possible to inform user, that his ticket is not created.

+1 vote:

This should be a default functionality connected to the customer permissions. It is not ok that the user don't get a reply. They just think we are "lazy".

I am really having difficulty in comprehending why an issue doesn't get attention in close to 5 years from being raised.

Urgently require this in a very busy service desk,.

+1 vote:

We can't use public signup because we don't want to expose our Confluence space to our competitors.

Our customers can send us from a new e-mail address because their company merges with another company or if our customer lets a third party contact us directly about an issue.

We don't need the extra work of constantly checking the e-mail inbox and/ or let an administrator check the mail logging. The whole purpose is to let that go.

We need a configurable auto-reply for those situations, referring them to another e-mail address that is not pulled by JIRA Service Desk or to refer them to our customer portal (if they are a real customer).

Please implement this, this would save us time.

Please implement this. It is a poor user experience to neglect informing the sender that the email has not been processed

please implement this
A user should always know whether his email was processed correctly. I can only imagine the number of users waiting for Godot

We have one service desk engineer monitoring the mailbox each day in case a user of one of our customers sends us a request from an unknown mail address.
We don't want public sign on turned on either, but we do want to let these type of users know that no request was created for them.

There are a couple of scenarios where an email sent to the service desk are ignored, I have been discussing a copule of them in JSD-1699. So I think this issue should handle all scenarios where an email is dropped and in that case a reply message should be sent back to the user informing that the ticket could not be created...

Some scenarios where this could happen:

• An email is forwarded to another user which replys to the servicedesk.
• Another usecase was when we transfered a ticket from the original reporter (which is in fact another servicedesk-system) to the original user which had the problem. (i.e. we removed the servicedesk-system user and added another user). However due to some miscommunitication the servicedesk-system user sent another mail asking us the status of the ticket (by replying on the confirmation mail received before). But since we had removed that user from the ticket, the user was not auhtorized, and the mail was lost.
• I guess also if you, by mistake or luck, type the same id as an existing ticket, that mail request would also be dropped.

Agreed. It would be great if we could at least send an auto-reply that tells our external inquirers how else to get a request to us, instead of silently discarding it. Ideally we should be able to customize those replies.