Can't create issue via mail handler

[Tori Turner]

Hello,

Hoping for a little help here as this one has me tearing my hair out (what little is left).

We're looking to use a mail handler to create issues on a specific project. The project in question is not a service desk project, although we do have one of those; checking in the list of projects I can confirm the type is set to Software. We're using Jira Cloud, not Jira Server.

I've linked the external address to Jira successfully (it tested successfully). I've also created a generic, dummy user within Jira to handle issue-raising for non-licensed users. So my settings are the below:

Server: [external server]
Handler: Create a new issue or add a comment to an existing issue
Folder name: -
Project: [project name]
Issue Type: [standard issue type]
Strip Quote: No
Catch Email Address: - 
Bulk: Ignore and do nothing
Forward Email: -
Create users: No
Default Reporter: [Dummy account]
Notify Users: No
CC Assignee: No
CC Watchers: No

When I test this, it detects the message in the inbox, so it's connecting, but throws back the following:

'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.]'

I've logged in as this dummy user within an incog window and confirmed it can create issues on the project in question; it's also clearly able to do so in our permission scheme, and it belongs to a group which grants access to the Jira Software application.

Can anyone shed any light on this?

Thanks!

[Edit: added in info around application access for clarity]

[Josh Loe]

Tori,

Are you emailing in from a user that is already in JIRA?  This usually is what is going to cause an issue like you're seeing.  First check again to make 100% sure that the dummy user can create an issue in the project.  If that checks out ok, check if the email address you're sending FROM is listed as an active user, an inactive user or a JIRA Service Desk customer.  If it is, then you'll need to remove the email address from your JIRA system in order for the issue to be created.  That is due to JIRA checking the email address against the system before setting the default reporter, if the user is on the system but does not have access it will throw this error.

Hope this helps!

Josh Loe

[Tori Turner]

Hi Josh,

Thanks for the response. We've tested using a non-Jira user and my own account sending in mails (I'm a site admin with access to create on all projects) and unfortunately it recurs with both messages.

The dummy reporter can definitely create an issue in the project (I've logged in as it and done so).

I'm honestly at my wits end at this point, but appreciate the questions for the troubleshooting value. Hopefully I can narrow down exactly what the issue is and find a solution. I sense a support ticket in my future.

Tori

[Josh Loe]

Tori,

Create a brand new email account and try it.  If it goes through, your site-admin account does not have permission to create an issue in that particular project, I recommend using the JIRA Admin helper to determine why that is.

Josh Loe

[Tori Turner]

Nope, doesn't work from a new account either.

[Josh Loe]

Tori,

Is the email account you're using a shared email account?  If so, you'll need to create a JIRA only email account.  Also, are you emailing the address directly or is there a forwarder that is sending email to the account?  There are a bunch of different variables that could be causing this but if you have the following setup, then it will work correctly:

- Email account solely for JIRA

- Application access/Permission for the default user set correctly

- FROM email address not listed as a user in JIRA/Customer user manager without permission to the project. (Inactive user included which is often over looked).

I'd create a support ticket if you are 100% sure that all of this is correct.

-Josh Loe

[Alan Bruce]

Did you ever get this resolved Tori? I am running into the same issue.

[Dario B]

@Alan Bruce The bug ticket is not solved yet for Jira Server: https://jira.atlassian.com/browse/JRASERVER-33116

Still, you can check the "workaround" section of above bug ticket in order to get your issue solved. 

[Dario B]

I am not sure whether you use Jira Server or Cloud, however you may be affected by the below bug:

• JRASERVER-33116: Mail handler incorrectly matches inactive or deleted users email address when creating an issue

In any case, I would suggest to open a support request in support.atlassian.com in order to have this issue addressed.

Cheers,
Dario