Email ingestion to a JSM space is not working consistently

[Shaun McGuire]

I set up an email channel in a standard JSM space. 

Full setup/workflow is thus:

Email sent to a shared email box (sharedbox@abc.com)
Mailflow rules in Exchange prepend a prefix to the email subject line "[XYZ] " then redirects the email to the wrkhubagent@abc.com account (which is the one I have set up as the email channel into the JSM space) and also redirects a copy into the original shared email box 

The mailflow rule works perfectly, and the email ends up in both boxes as expected every time, no matter who sends the email

But the ingestion into the JSM space only seems to work for me and my counter part internally. Anyone else internally that sends an email to the shared email box, the mail flow rule prepends the prefix and redirects, but then NOTHING happens in the JSM space at all. No errors reported, nothing.

How do I troubleshoot this?

[Shaun McGuire]

I had to correctly configure Customer Permissions as well. Leave it to Atlassian to put required permissions in multiple places. All is well. Thank you all for the help.

[Marc -Devoteam-]

Hi @Shaun McGuire 

I any of our answered helped you, please accept it as answer.

This will help others on the community as well.

[Jack Brickey]

I have to wonder if this is related to using a shared mailbox. It would be interesting to try to replicate with a non-shared email.

[Shaun McGuire]

The service account (wrkhubagent@) is NOT a shared email box. It's a full user M365 account. That's why I have the mailflow rules that take what was sent to the shared email box and redirect a copy to the service agent account for ingestion

[Jack Brickey]

You should report to Atlassian Support for investigation. As a premium account you should get a Buick response hopefully.

[Jack Brickey]

If you do, please share findings here. Thanks!🙏🏼 

[Marc -Devoteam-]

Hi @Shaun McGuire 

Are these user added in the rile service desk customer or are they customers already.

How are the customer permissions setup, restricted or open and the global customer permissions.

To  have unknow users email and an issue needs to be created, the users should already be added as customer or added in the people section with the role service desk customer.

If this means that this is admin work and not wanted, then the permissions of the JSM space should be set to open.

See all related documentation: https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/ 

[Shaun McGuire]

These are internal employees with Jira accounts already. 

I do see these errors in the View Logs (just found that). The one that worked was sent from me. the rest are all fellow employees

They are NOT nor will they EVER be JSM agents. Furthermore, I specifically setup a service account (wrkhubagent@) to be the source email account.

I do eventually need this to work for external users (unknown who) to send email to the shared email box and then this process takes over and moves it through.

[Shaun McGuire]

I found where I went wrong. thank you for leading me in the right direction:

I had Customer Permissions set to restricted. I've since changed it. Hopefully this will fix the issue

[Shaun McGuire]

It's so often a little thing you miss when moving at lightning speed.

[Jack Brickey]

Do these users have browse permissions for the JSM Space. They don't need to be agents but do need at least browse permissions.

[Shaun McGuire]

Which users? I won't know who is sending emails to this email box, I just ingest them as they come in

[Shaun McGuire]

The plan is currently for internal employees to forward emails to the shared email box to kick things off. Eventually we will open up the shared email box to external users

[Shaun McGuire]

So my fix didn't work. I set Channel access to Open but i am still getting failures when email is sent by anyone other than the two admins I put into the PEOPLE section of the space

What am I missing? I do NOT want to have to add a bunch of people's account when i don't know ahead of time who they will be

[Marc -Devoteam-]

HI @Shaun McGuire 

Are all you internal user in a group in Jira?

If so, add this group to the project and grant the group the role Service Desk Customer, ootb the permission scheme will allow anyone in this role to create a ticket in the space, via mail.

Also how are the global customer permissions set? See in jira settings, Jira Apps section