Mail Handler Issue

[Dinesh Loyapalli]

We have some users in the organization who are in Active directory but never logged into Jira Server. So now when they are trying to send an email to the Incoming email handler, they were not able to create a ticket in Jira.

Can someone please explain why users with AD account and never logged into Jira, were not able to create the Issues automatically?

[Alexey Matveev · Accepted solution]

Hello,

Can you see such users in Jira? Are you sure that they have correct permissions for creating issues in the required projects(usually they must be added to certain groups or roles)? 

[Dinesh Loyapalli]

Yes but they never logged in to Jira.  

[Dinesh Loyapalli]

We have allowed group= Anyone to create issues.

[Alexey Matveev]

Try to use permission helper for the project, where an issue must be created. You can enter a user, who never logged in, choose an issue from the project, where the issue must be created and choose Create Issues permission.

https://yourjirainstance/secure/admin/PermissionHelperAdmin.jspa

[Alexey Matveev]

Yes, you should add this user to this security level, run permission helper again, make sure that this user can create an issue according to the permission helper and try to send a email again.

[Dinesh Loyapalli]

Alex,

Its still not creating the issue.By default we have set reporter to "Anonymous".Does it have to do something with the reporter.Because if user has Jira access and if he had logged in at least once, the reporter is automatically set to Jira user (who has sent an email to the Email handler) .If he is a outside of the organisation, its been set to anonymous.

But in my scenario, the user is present in Jira but never logged in.So in the permission scheme and issue security scheme , I have allowed every one to create the issues.But it still did not fix the issue.

Can you please help me?

[Alexey Matveev]

Look in the user settings. Does the user have a email address? 

I worked with AD users before and I never had such problem. What is your Jira version?

[Dinesh Loyapalli]

Yes they do have an email Address. 

Jira version 7.4.2

[Alexey Matveev]

I see. It must be the problem. Could you check the Jira Software checkbox? It would grant this user a license and then try to send a email again.

[Alexey Matveev]

Usually when you import users from AD, you create a group in AD and include required users to this group. Then on AD synchronization required users and this created group is imported. Then you add this group in the Application Access Jira menu as a group, which grants a license. In this case all users will be granted a license in Jira.

[Dinesh Loyapalli]

If we check the checkbox its working.But there are like 2000 users, who are in the shared group.So am i supposed to check it for all these 2000 users?

[Alexey Matveev]

No. You need to do as I wrote in my previous reply. Create a group in AD and include all users to this group. Then upon AD synchronization this group will appear in Jira.

Then go to the cog item -> Application Access and add this group to the Jira Software access groups. That is it.

[Dinesh Loyapalli]

thank you so much  for your help.

[Dinesh Loyapalli]

But now the reporter is the user who has created the issue.I want the reporter to be anonymous.Is it possible?

[Alexey Matveev]

If you want a reporter to be anonymous, then you should not add these users to your Jira instance and let the anonymous user create issue in your project and include this user to your permission scheme. Otherwise Jira would find a matching user and set this user as a reporter.

If you feel like I answered your question, kindly mark my answer as accepted.

[Dinesh Loyapalli]

Hi Alex,

It displays the following error, when i used the permission helper. Should i add him to the issue security and see if that is going to fix my problem?