Create a issue for a e-mail

[Douglas Oliveira]

Hello everyone,

I'm trying to create an automation for when Jira receiving an email from another platform creates an issue but it doesn't work, the automation only works if other people within the project send an email. I believe there is some block to creating questions from emails from other people who are not in the Jira project.
How can I resolve this?

Thanks in advance.

[Trudy Claspill]

If you are using the native email handler functionality, then the sender of the email must be a licensed Jira user with access to create issues in the destination project, if the destination project is a Software project.

If you want unlicensed users to be able to create issues by sending an email, then the destination project would need to be a Service Management project.

Alternately, if the email is being generated by the user using some intermediate application, look into if the intermediate application can be coded to set the email sender to a generic service account type of identity, while noting the actual user as part of the mail message. Then you can grant access to the generic service account instead of all the individuals that would be sending the emails through the intermediate application.