Ticket creation through email isn't working for everyone

[Nathaniel Scott]

Hello there,

I'm experiencing an issue where we have a specific group of people who appear to not be able to create tickets via email. I've double checked the groups they are part of, and the group is listed under the project role Service Desk Customers. I've checked the Customers page, and was able to find that specific user. 

The email handler we have setup is setup on the system level (Jira Administration > System > Incoming Mail). For anyone that does not have a current account with us, but is still needs to submit a ticket, we have the Default Reporter set to a service account. 

This user is able to create tickets appropriately from the customer portal, but when they send an email to the appropriate address, the mail handler doesn't pick it up and provides an error stating that he doesn't have permission to create a ticket. 

Troubleshooting steps:

1. Setup the mail handler within the project itself - no change (would still not pull the email from listed individual)
2. Added individual to the project role Service Desk Customers, along with group - no change
3. Have tested with newly created user accounts, with mostly similar groups (all groups are listed as Service Desk Customers) and they are able to email in
4. Disabled custom add-ons in case of conflicts - no change
5. Added the project role Service Desk Customers to the Create Issue permission - this worked, the email was pulled correctly and a ticket created, but As per this link that configuration is not supported. 

Suggestions on how to proceed from here would be helpful.

Currently using JSD 3.9.

Gmail account for email.

Thanks,

Nathan

[Olga Videc]

Hello Nathaniel,

Please check your Project settings -> Customer permission not the permission scheme, Customer permission

Also, check your permission scheme your Default Reporter should have these permissions:

Service Desk Agent

Assignable User

Create Issues

Your project role Service Desk Customers must be added to the Create Issue permission but what happens then? Who is the reporter? If the reporter is someone You have a collision somewhere in your permission scheme.

Also, I saw on your picture you can see the detail of which permissions need to be set.

Send the results, maybe we can see what the problem.

[Nathaniel Scott]

Hello Red,

Re: Customer permissions - it's currently setup to allow only users who have been setup on the project can create tickets, and who can customers share with is set to Any customer or organization, by searching in this project.

Default Reporter (the service account) is setup in the project role Service Desk Team and we have that role mapped out to have the Assignable User and Create Issue permission. 

The service account is not in the Service Desk Agents group, however I did test sending an email from a personal account that isn't setup within the project, and the service account was still able to create the ticket and it's the default reporter.

What happens when I add Service Desk Customers to the Create Issue permission.. When I placed that role within that security permission, the emails that were stuck in the mailbox (that were receiving permission issues) were then pulled from the mailbox and tickets were created. The reporters were the two individuals that were unable to initially send in emails to create tickets. 

[Olga Videc]

Hello thanks for the information, 

The way your customer permission are set, Service desk user role must be added to create issue permission in order for it to work.

What problems are left? 

Error when issue is created configuration is not supported?

[Nathaniel Scott]

This is the error I see every time I log on at this point. If I click the hyper link, it brings me to another error screen.

[Olga Videc]

Hello, 

Check this out, I think that's it

Mandatory permissions by project roles

The permissions for customers must be granted to the Service Desk Customer - Portal Access security type instead of the Service Desk Customers role. This configuration gives customers access to the Customer Portal only (not JIRA). The security type reads the role to determine who are customers.

https://confluence.atlassian.com/jirakb/using-custom-permission-schemes-838416400.html?_ga=2.221799647.674697376.1543223820-899529972.1531837689

So basically it says that create issue permission should be granted to Service Desk Customer - Portal Access not to Service Desk Customers role.

So there would be no confusion you can add more groups or single users etc. to create issue permission scheme, but not Service Desk Customers role

[Nathaniel Scott]

And that was the setup we had previously. The one where specific individuals were able to create tickets through the portal, but emailed issues/replies were not getting picked up by the mail handler because "They didn't have permission to create tickets in this project". Someone else who has almost the exact same groups, is able to do both, Email tickets in and create them through the portal.

One thing I did just notice is that we are sync'ing these users from different directories, I'm not sure if that would have an effect on whether or not they could create a ticket via email.