Permissions error creating an email handler

[Ben Ford]

I'm an administrator of our Jira Cloud instance and am trying to create a new mail handler to automatically create issues from an IMAP mailbox. We already have this configured for another mailbox and it's working perfectly.

If we send in an email from a registered user without any links in the mail body it processes correctly.

If we send any emails from a non-jira user's mailbox it fails (even with "Default Reporter" set). Also interestingly the grey icon next to the "Default Reporter" box has tool text saying I don't have permission to browse users (I should), but the auto complete appears to still work. The user "beccy" definitely has JIRA access and can create issues.

I can see this issue might be related to JRASERVER-30521 which is a long lived bug that doesn't appear to be being addressed.

[Petter Gonçalves]

Hello Ben,

Sorry to hear you are facing a problem. 

Just to confirm we're on the same page here, I believe you are not being able to to create issues using an External user although you have added a default reporter to your e-mail handler. Is it correct?

You mentioned that you might be impacted by the behavior in JRASERVER-30521 where users previously created in JIRA that does not have permissions or were removed are not verified and their e-mails are simply ignored. Can you confirm to us if the external user that you are using to send the e-mail had an account in your JIRA site before? If the answer to it is 'Yes', you are definitely being impacted by it.

Additionally, I would check the following steps:

1 - During the progress to configure your e-mail handler, you selected a project where the issues should be created. Double-check if the default reporter (Beccy) has the permissions Browse Projects and Create issues in the project by navigating to the project > Project Settings > Permissions > Permission Helper.

2 - If you have more than one E-mail handler, you must configure a Catch Email Address in them so Jira can identify which of the e-mail handlers should handle the incoming email. 

For more information about the steps above, you can check the documentation below:

- Creating issues and comments from email

Let me know your results once you have the chance to check these steps.

[Ben Ford]

Hi Petter,

Yes, the user being used is registered in service desk as a reporter (we use the same noreply address to capture contact requests from our website).

Beccy has the required permissions.

We're using the "folder" mechanism to select what issues to grab by with handler. We've filters configured on the mailbox to sort them into separate locations based on what project in Jira they're meant to go to. This works fine for mails from hubspot (CRM) but fails for emails from our noreply address. (Presumably because it's also in service desk)

Is there a sensible way around this? I don't want to assign a jira license to the noreply account.

[Ben Ford]

@Petter Gonçalves Do you have any other insights into how we might resolve this?

I've attempted to delete the noreply "customer" in the servicedesk but it appears there's no option to do that either.

It appears we're definitely hitting JRASERVER-30521 which unfortunately appears to just be being ignored?

[Petter Gonçalves]

Hello Ben,

Sorry for taking so much time to get back into this.

Per your description, you are definitely being impacted by JRASERVER-30521. Unfortunately, this behavior is not something that we are planning to change in the future, so I suggest one of the options below:

1 - Create a new user to be used as the noreply sender with a different e-mail address that was not created previously in Service Desk application

2 - Using the no-reply user, you should be able to create issues in the Service Desk project of your site. That being said, you could:

   - Create a request type to identify when the issue should be created in the software project

   - Use an automation rule to create a new cloned issue in your software project from the issue using that request type, updating it with the correct reporter (Beccy):

we're sorry that this is behavior is causing you so much trouble. Let us know if the steps provided can work for you and if you need more details on how to accomplish it.