Email handler creates issues but not comments with Default Reporter on and create users off

[Ryan McBryde]

Want to allow external users, without ids or licenses in our jira cloud instance to be able to create issues and add comments via the mail handler.

Email handler has a Default Reporter set but create users unset.   

Issues are created successfully and show the default reporter as the reporter but when the same email address sends an update email to the mail handler address, including the newly created issue key in the subject, the message is received ( I can see it in the inbox) but the comment is not added.  I have checked to see that the default reporter has the Add Comments permission and have tested same successfully, making me think that when the comments email comes in that it is not using the default reporter anymore but instead is looking at the sender of the email and not finding a user with that email address, silently ignores the email. 

"Messages sent by unknown users will be silently ignored."

Can the mail handler be configured to allow external users to comment on issues via email without having to assign a license (Create Users)?

[Ryan McBryde · Accepted solution]

The problem was due to the default Comments from Email mail handler behavior, which intercepts any emails coming in with comments and handles them according to its configuration, which did not include a Default Reporter, like the mail handler that was used to create issues.  Absent a Default Reporter, it tried to match the address of the sender of the incoming "Comments" email and not finding one, failed silently, as advertised.

PCS-42927 was opened to investigate and resolve the issue