Create and comment Issue via Mail without Service Desk

[Dennis Rünzler]

Hi,

I am trying to set up Ticket Creation via Mail without using Service Desk, addons or dummy users. This solution:

https://confluence.atlassian.com/jirakb/how-to-allow-users-to-create-issues-anonymously-192551.html

simply is not working. The mail I put in the corresponding folder is not processed at all.

To put together what I want:

Mails from out customers that are sent to our support Mail address must be processed by the Mail Handler and Tickets and/or comments must be created. The reporter of the comment or Ticket could either be anonymous or, if neccessary, a new created user to the corresponding mail address. But we don´t want to create some dummy user for this purpose or create a user with Jira access for every customer.

I had such a system set up about 5 years ago, but that way is no longer working. I had a mechanism creating a user when there is no user for the MailAdress, this new user will be created without Jira or Confluence Rights, but with Create Issue and Browse Project permission. This combination enables the user to create comments, attachements and Issues, but not to access our Jira and therefor he cannot see any Issues.

Does anybody know, if there is a way to set this method up again in a vanilla Jira and Confluence Cloud solution?

Best Regards

Dennsi

[Petter Gonçalves · Accepted solution]

Hello Dennis,

Thank you for providing all the details of the issue you are facing together with the documentation you followed.

Analyzing all the details you provided and performing some tests in my personal instance with the default e-mail handler, I believe you are being impacted by the following bug:

- JIRA does not create issues by email for non-JIRA users

Feel free to vote and watch the bug to receive notifications about its fix implementation.

For now, could you please check if the workaround provided in the bug description works for you? Anyway, you will need to create a "dummy/anonymous user" to properly create the issue on behalf of the customer, however, this single user can be used to log the issues for all external users.

Please, let me know if you face any questions while performing the workaround steps.