Incoming Mail Server - Reporter on created ticket to be the same as person sending in the email

[Caine Pooley]

Hi guys,

I was hoping I could get some assistance with this, it's been driving me nuts.
So, I've created a new Email on O365 which we are going to use to receive any Suspicious emails sent by any of our users.
We've then set up Incoming Mail and Mail Handler so that whenever an email is received by the Suspicious email account, it automatically creates a ticket in our Service Desk project as an incident. 

I've managed to get it to work as long as a Default Reporter has been set. But we have since decided that we would prefer our Reporter's to accurately represent the person that actually sent in the email.
Since removing the Default Reporter, we get the following error:

Found 1 unprocessed message(s) in the imaps folder.
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.]

My understanding is that, either you need to turn on "Create Users" so that anyone without a Jira account has one created and validates the ticket being made. - We do not want to do that as we have a set limit of licences.
Or
We must make sure that those sending emails into that email account have a Jira account.

So we've done a bit of testing. I've sent an email myself and I find the above error message. I am an Admin user on Jira and have the ability to create, delete, comment, etc tickets on that project. 
My colleague has the same permissions as me and they also get the error.
Then we found that the Project Owner's email was processed and a ticket was created.

Any help would be greatly appreciated!

Thank you!

[Trudy Claspill · Accepted solution]

Hello @Caine Pooley 

Welcome to the community.

You said that you are having the process create issues in a Service Desk project.

When you set up the email handler, did you set it up under System Settings for your Jira Instance, or did you set it up under Project Settings for the Service Desk project?

Email handler setup for Service Desk is different than email handler setup for Software projects. When set up properly, people who send emails to create a Service Desk ticket are not required to have a license to your Jira application. Those people are considered "customers" rather than licensed users, and they don't count against your license usage.

Refer to this document set for more information about setting up email handling for a Service Desk project.

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

[Caine Pooley]

Hi @Trudy Claspill 

Thank you for the response!
I set this up under the Jira Instance. Setting cog icon at top right of screen > System > Incoming Mail.

I'm going to have a read and explore the idea of setting this up on a Project level instead. Apologies I wasn't aware this was an option!

I'll return back if I run into any issues.

[Caine Pooley]

Hi @Trudy Claspill ,

Thank you for the suggestion to set this up on the Project level rather than instance, this has worked great!

Thank you very much.