nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Mail Handler - Customers need a product lincense?

Zowie Stenroos

Hi,

Quick question:
Do the customer need a Jira product licensens to be available to create tickets/issues when using the Mail Handler (mailing the external mailbox instead of directly to Jira)?

Background:
When we use the mail handler to pick up emails in a mailbox it doesn't create or update tickets/issues:
2020-02-19 11_16_47-Window.png
Error message:

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.]

It doesn't mater who send the email except if the user has a licens, then it picks up the email.

Troubleshooting:

We have created the user as customer with their email adress - Doesn't help
We have removed the user as customer and enabled "Create User" in the mail handler - Didn't help.

What we want:

We want Jira Service Desk to pick up mail from our mailbox and create or update tickets/issues
We want the mail handler to only pick-up mail from our Customer.
We would like a notification if the mail handler didn't pick up a email.

Accepted answers

All comments

Dario B

Hello @Zowie Stenroos ,

The problem here is that you are using a Jira mail handler (Jira Core and Jira Software) to create a Jira Service Desk request.

As written on the top of the Creating issues and comments from email documentation page:

[...]

Jira Service Desk uses a built-in processor to receive and process issue requests from emails. Issues created in Jira Service Desk don't require the sender to have a license to create, view, comment, add attachments, or transition issues. Read more about receiving email requests with Jira Service Desk's email channel.

[...]

Please review both documentation pages and let me know if this helps:

Cheers,
Dario

Zowie Stenroos

Hi @Dario B

Thank you for your reply!

Just so I understand this correctly:
If we want yo use the Mail Handler in Jira; Those who sends email to that mailbox will need a license?
Note: We only have the Jira Service Desk Cloud product

I've just tried forwarding on the mailbox but I only revived:
2020-02-21 12_37_22-Email requests - Service Desk.png

Do our support email address need a Jira Service Desk licenses as well or is there another solution where we can receive mail into Jira Service Desk from one email address?

Background:
We have one Support email address that we use for different services and product support. We don't want to use one email address for each.

Dario B

Hi @Zowie Stenroos ,

Thanks for providing the screenshot, this helps understanding what the problem is:

self-signup is not configured for your Service Desk project and therefore only customers that already have an account can create tickets by email.

In order to do so you have to configure the Customers Permission in Global Settings and Project Settings:

Global Settings:
Project Settings:

For further details on this, please review the below documentation pages:

Customer permissions for your service desk and Jira site

Have a nice weekend.

Dario

Zowie Stenroos

Hi @Dario B

Yes, I forgot about that. Thank you!

But with this solution (forward email from mailbox) is that every ticket/issue will have the wrong Reporter. It will always be the mailbox as the Reporter instead of the actually Reporter (the customer).

Correct me if I'm wrong here:
If we want the correct Reporter in our tickets/issues we need either:

Mail Handler
Use the mail handler and that will cost 1 license per customer
Email directly to Jira Service Desk
The customer need to email directly to Jira Service Desk Project instead of the common email we already use.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk

jira-service-desk-cloud

mail-handler