Unable to change status for issues created from email

[Kari Zhang]

We have an email address set up to receive requests from others in the company, including non-JIRA users. JIRA then creates an issue for every email received. However, it is behaving differently than expected in two ways:

1. No one (not even if the original requestor has a JIRA account associated with the email address) can edit the status of the ticket. Everything is stuck in the first panel of the Project Board. The current workaround is to clone the item and delete the original, but this is inefficient.
2. If someone replies to that email, JIRA logs the item as a new ticket with an identical title instead of creating a comment.

Current config:

JIRA Settings -> Mail -> Incoming Mail

Mail Server: I have a Secure POP mail server (using Google Apps Gmail if that matters) set up and the connection seems set up correctly given that JIRA is able to create tickets from emails. In Gmail, POP is enabled and when messages are accessed with POP, Gmail is configured to keep the copy in the inbox.

Mail Handler: Handler is set to "Create a new issue or add a comment to an existing issue". 

When I check everything in Permission Helper, it says that nothing is preventing any user from moving an issue. 

What I've tried:

• Deleting and re-configuring both the POP Mail Server and Mail Handler
• Using IMAP instead of POP - this behaved even more strangely as it recreated all the issues every hour, so 12 hours later we had 12 of the same issue...
• Most of the forum posts seem to be for JIRA Service Desk but I'm not sure that is what I have.

Any help would be appreciated!

[Jack Brickey]

For JSD you do not use the mail handler as you have defined. You should use the following

project > project settings > email requests 

the other thing to note is that for replies to result in comments and not new tickets the reply needs to be against the email from JSD not the one that is sent from originator, e.g. might occur if the originator Cc’s others.

[Kari Zhang]

Hi and thanks for responding. So it turns out we are using JIRA Software and not JSD, so there's no response email from JSD that a user could respond to. Maybe JIRA Software needs a user to be created with the requests@company.com email address? That still wouldn't explain why no one has Move access though. :/

[Jack Brickey]

ok. so yes the create a request via email for Jira is configured as you have done and appears to be working.

Now on your "move access" topic, I assume you are referring to the earlier mention of being unable to transition an issue that is being created by email?

Have you checked the workflow for the Issuetype that is associated w/ the email to ensure that you indeed have transitions to/from the statuses that are mapped on the board where you are trying to move/transition the issue?

[Kari Zhang]

Ah ok I think I might know what the problem is. I am unable to transition an issue created by email because the project has no workflows - just a bunch of boards but not connected to a workflow. I am using a next-gen project, and so I don't see an option to edit workflows. In the project settings, this is all I see, whereas other projects have the Workflow option:

Do you know if there's a way to add a workflow to this, or should I just create a new project and migrate all the tasks?