Jira email handler error

Question

I am getting the following error when certain emails are not creating tasks through the Jira Email Handler: "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.]"

The settings on the handler (see screenshots) will make "David.Horton" the reporter if the email comes from someone who doesn't have a Jira License. David.Horton does have permissions to create, edit, transition in that project (he's the project admin).

We have one email (socsupport@silversky.com) that comes through just fine and it creates the task in the Jira project. David Horton is the reporter and at the bottom the description of those tasks it says "[Created via e-mail received from: socsupport@silversky.com]".

However, any other email address that goes to viawest.issue@clearlink.com generates the error mentioned above.

Kevin Labrum_zldo07 · Answer

I just checked the Jira Service Desk "portal only customers" and one of the emails that is giving us troubles exists there. Would that cause any problems?

Kevin Labrum_zldo07 · Answer

When I am in the Users section of the Site Admin page, I put the email address and that particular email address does not pull up.

Is there somewhere else I can look to see if that user existed in the past?

Where can I check the database to see if that email existed?

Petter Gonçalves · Answer

Hello Kevin,

Hope you had a great weekend.

The most common cause of this problem is when the external user that is sending the e-mail existed/exists on JIRA but does not have the required application access to perform the e-mail creation.

Since the database reference still exists, it will verify that the user existed/exists on JIRA but does not have the correct license and will not apply the Default reporter to it.

There are a few threads and a bug opened about this behavior:

- Use the Default Reporter configured in the mail handler when creating an issue from email, if the email sender already existed in JIRA and do not have the permission to create issues

- Mail handler incorrectly matches inactive or deleted users email address when creating an issue

Can you check if this is not the cause of your problem?

If that's the case, you can perform the workaround configured in the bug reported below:

- Workaround of the bug

Let me know if this information helps.