Create issues from email not working

[Antonio Almazán Faura]

Hello, good morning,

I have a 10 users JIRA license on cloud and I'm have been configuring the system to create issues from e-mail (some years ago I did it with a 3rd-party plugin). Technically it seems everything is configurated correctly according to the documentation (even when I click on the tets button of the mail handler) but the fact is that no issue is created from e-mail: I have reviewed permissions, users, but nothing. Could you please provide me any advice/tip? Might be that this functionality is not available for this JIRA license? I would appreciate any help.

Thank you very much in advance and best regards,

    Antonio

[Dirk Ronsmans]

Hey @Antonio Almazán Faura ,

When you press the TEST button, can you tell us what shows up in the message?

Keep in mind that JIRA only pulls in the unread emails from the last 7 days. A free license should work just as good as any other for emails.

[Dirk Ronsmans]

Also keep in mind that in JSW the user trying to create the issue also requires application access. (or you need to set a default reporter that has)

[Antonio Almazán Faura]

Hi @Dirk Ronsmans , thank you for your answer. What I get is a message in which I can see that there are 9 emails (which is OK as this is the number of tests I have done) and then the messages as if JIRA where creating the issues and deleting the e-mails (althought issues are never created). I have set a default reporter but I have not checked the create user option (as it is something we don't want for our project).

Best regards,

   Antonio

[Dirk Ronsmans]

@Antonio Almazán Faura 

You don't need to set the "create user" cause that will ruin your license :)

Did you actually save the mail handler? If you click test it only shows you what it would do and doesn't actually do it (like a simulation).

If you save the handler it should run fine.. might take a few minutes but as long as the emails are recent enough it should go through.

[Antonio Almazán Faura]

For sure Dirk. The default reporter has JIRA access, it is the default assignee and if issue was created from e-mail, it would be the default reporter)

[Daniel Ebers]

Just some questions:

1.) did it work in the past or the mail handling a new setup for this instance?
2.) you mentioned you had an App in place supporting incoming mails - is this meant in general or was on this instance the App installed what now could result to some kind of interference with your new configuration?
3.) are all of the 9 mails sitting in the inbox intact? Do you have the chance to test with only one for a debugging?

[Antonio Almazán Faura]

Hi @Dirk Ronsmans Yes, it is not mandatory to set the "create user" but it is another test I have done with no success.

I have saved the  e-mail handler and I suppossed it just perfmormed a simulation, but I have no success from last friday. Many years ago I worked for a Atlassian Partner as consutant and I did this kind of configurations with a plugin (6 years ago) so I have previous experience doing this (and it is frustrating because it should be easier for me).

Just one question: the email should be configured as a standard e-mail account or better like a mail-group

Thank you very much and best regards,

    Antonio

[Antonio Almazán Faura]

Hi @Daniel Ebers Thank you very much for your answer. Let me explain:

1.- It worked in the past (think I did this kind of configurations for different companies because 6 years ago I worked as consultant for an Atlassian Partner) and it is not working in a new JIRA instance we are configuring and testing.

2.- Sorry for the misunderstanding: I have not installed any plugin to get this functionality in the new JIRA instance. Some years ago this functionality was provided by a third party plugin

3.- All of the 9 mals are in the inbox. We could delete all and test again, but I think I'm going to have the same results.

Regards,

Antonio

[Antonio Almazán Faura]

I have deleted all emails in the inbox and I have sent new messages just to continue trying the system but with no success

Two comments:

1.- I thought it was no working because in the creation of the issue there were some required custom-fields but now, there are not required custom-fields.

2.- What I can see is that once the e-mail handler is executed, the e-mail change the status from "not opened = new" to (read email) but it is not deleted from the inbox.

Regards,

   Antonio

[Daniel Ebers]

Another question that comes to my mind - far away from mail handling as such... is there some kind of validator/condition in your workflow that could prevent the opening of a new issue via mail (f.e. transition restricted a specific individual)?

[Antonio Almazán Faura]

Hi @Daniel Ebers I have reviewed the create transition and there are no differences... But it seems it has to be something about permissions because it is working now. What I have done? Well, I have changed the project in which issues have to be created and voilá, it is working. Let me review it (because it is important) and I will notice all of you about my findings.

Regards,

    Antonio

[Daniel Ebers]

Awesome, great to hear it is working now - yes, please update us what you find out, I am all ears. Thanks in advance!

[Dirk Ronsmans]

Very curious to see what is was :)

[Antonio Almazán Faura]

Hello, good morning,

  After reviewing both projects, I'm not 100% sure what are the differences between both of them and why it is working on one project and not in the other, but I think the point is the field configuration scheme: if you have required fields you could have problems when you try to create issues from e-mail. I also reviewed the validators of the creation transition (just to be sure there were no extra-conditions) but it was ok. So: review workflows, field configurations, create screens and permissions.

  I would really thank all of you for your advices, experience (and patience), all of you are great!

  Best regards,

     Antonio

[Mihai Schwarz]

Hi @Antonio Almazán Faura ,

Usually when this happens its a permissions issue related to the project where you've configured the email handler, make sure that the existing and new users have access to create a ticket within your project, also set the default reporter.

Check this link as it might help you: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

[Antonio Almazán Faura]

Hi @Mihai Schwarz , thank you for your answer. Technically, yes, permissions are set correctly but in this JIRA instance, due to the license type, I can't modify the permissions scheme.

Who can create issues? According to the scheme, these:

• Project role (atlassian-addons-project-access)
• Application access (any connected user)

I created an user for this topic that is also the project coordinator and if I create manually an issue it is assigned to this user. I have configurated JIRA in order to make as default reporter to this user.

Best regards,

   Antonio