Mail Handler - Customers need a product lincense?

[Zowie Stenroos]

Hi,

Quick question:
Do the customer need a Jira product licensens to be available to create tickets/issues when using the Mail Handler (mailing the external mailbox instead of directly to Jira)? 

Background:
When we use the mail handler to pick up emails in a mailbox it doesn't create or update tickets/issues:

Error message:

Cannot create issue due to invalid license: [Sorry, you can't create any issues right now, as you need to have access to a JIRA application to be able to create issues. To gain application access you need to be a member of a group assigned to an application.]

 It doesn't mater who send the email except if the user has a licens, then it picks up the email.

Troubleshooting:

• We have created the user as customer with their email adress - Doesn't help
• We have removed the user as customer and enabled "Create User" in the mail handler - Didn't help.
  
  

What we want:

• We want Jira Service Desk to pick up mail from our mailbox and create or update tickets/issues
• We want the mail handler to only pick-up mail from our Customer.
• We would like a notification if the mail handler didn't pick up a email.

[Dario B]

Hello @Zowie Stenroos ,

The problem here is that you are using a Jira mail handler (Jira Core and Jira Software) to create a Jira Service Desk request. 

As written on the top of the  Creating issues and comments from email documentation page:

[...]

Jira Service Desk uses a built-in processor to receive and process issue requests from emails. Issues created in Jira Service Desk don't require the sender to have a license to create, view, comment, add attachments, or transition issues. Read more about receiving email requests with Jira Service Desk's email channel.

[...]

Please review both documentation pages and let me know if this helps:

• https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html
• https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-an-email-address/

Cheers,
Dario

[Zowie Stenroos]

Hi @Dario B

Thank you for your reply!

Just so I understand this correctly:
If we want yo use the Mail Handler in Jira; Those who sends email to that mailbox will need a license?
Note: We only have the Jira Service Desk Cloud product

I've just tried forwarding on the mailbox but I only revived:

Do our support email address need a Jira Service Desk licenses as well or is there another solution where we can receive mail into Jira Service Desk from one email address?

Background:
We have one Support email address that we use for different services and product support. We don't want to use one email address for each.

[Dario B]

Hi @Zowie Stenroos ,

Thanks for providing the screenshot, this helps understanding what the problem is:

self-signup is not configured for your Service Desk project and therefore only customers that already have an account can create tickets by email.

In order to do so you have to configure the Customers Permission in Global Settings and Project Settings:

• Global Settings:
  
  
  
  
• Project Settings:
  
  
  

For further details on this, please review the below documentation pages:

• Customer permissions for your service desk and Jira site
  • How global customer permissions impact project permissions
  • Change global customer permissions
  • Change project customer permissions
    
    
    
    

Have a nice weekend.

Dario

[Zowie Stenroos]

Hi @Dario B

Yes, I forgot about that. Thank you!

But with this solution (forward email from mailbox) is that every ticket/issue will have the wrong Reporter. It will always be the mailbox as the Reporter instead of the actually Reporter (the customer).

Correct me if I'm wrong here:
If we want the correct Reporter in our tickets/issues we need either:

• Mail Handler
  Use the mail handler and that will cost 1 license per customer
• Email directly to Jira Service Desk
  The customer need to email directly to Jira Service Desk Project instead of the common email we already use.

[Dario B]

Hi @Zowie Stenroos ,

Is there any specific reason why you cannot configure the email address you already use to be the email address of the service desk project?

• Receive requests from an email address
  • Add a custom email account

Add a custom email account

Your service desk comes with a pre-configured cloud email address that you can send to customers to start using right away. You can also add one custom email address to link to an existing account (for example, the email address your IT team uses for incoming requests).

You must be a Jira site admin to add a custom email account.

To add a new email:

1. From your service desk project, select Project settings () > Email requests.

2. Choose your email service provider and complete the requested details.

3. Click Next.

4. Depending on your email service provider, complete the steps to link your account.

If your Gmail account uses two-step verification, you'll need to set up an application-specific password.

If your Microsoft account uses multi-factor authentication, you'll need to set up an application-specific password.

[Zowie Stenroos]

HI @Dario B

Yes and that's because is have support for different kind of products and services and they all use the same email address to contact us.
Example:

[Dario B]

Hi @Zowie Stenroos ,

So, if I understand correctly the scenario is the following:

• Customers send emails to your support email, e.g. Email-A
• In Jira you would like to have different mail handlers connecting to Email-A and creating issues into different projects based on some criteria (e.g different folder)

Is this correct?

Can you kindly provide more details on which criteria are you using to distinguish the emails that are supposed to create the issue into a project rather than another?

I am asking this since there might be other ways to achieve the same result by using the Jira Service Desk mail handlers since:

1. Jira Mail Handlers can only create Jira issues and not Customer Requests
2. In order to create a Jira issue you need to have a valid license

For details on #1 please see:

• Jira Service Desk: Issues vs. Requests
• Jira Service Desk: Create an Issue vs: Raise a Request

[Zowie Stenroos]

Hi @Dario B

Yes, that would be great.

Mail Handler A - Look into Mailbox A, Folder A
Mail Handler B - Look into Mailbox A, Folder B

Rule to separate the email to the correct support instance (a.k.a Project (in Jira Service Desk):

Note: This is in the mailbox as rules.

1.  Look for key word in Subject and Body field in the mail. -> Project A
2. If Sender if from domain X -> Project B
3. Anything else -> Project C

[Zowie Stenroos]

Hi @Dario B

I just ran a test and when I gave the Mailbox A a license it could only pick up the emails from licensed users in Jira.
So it's as you say.

So how do we work around this problem?
If there isn't a solution I believe that we can't continue with Jira Service Desk and would need to look for another product.  

Thanks!

[Dario B]

Hello @Zowie Stenroos ,

In this case I can think about 2 possible solutions:

1. Configure Server based forwarding  in a way that the emails in the 3 different folders will be redirected (redirected and not forwarded, this way they keep the original sender) to the email address of the 3 different Service Desk projects respectively.
2. Use an add-on like, for example, Enterprise Mail Handler for Jira (JEMH), that should allow you to achieve this (you may also want to search the marketplace for more apps).

Do you think any of the above would fit your needs?

Cheers,
Dario