Jira cannot create tickets from emails if the email matches a deactivated user account

Steve Kwan

We have encountered a Jira limitation that is quite problematic given our use case.

 

We have a mailbox that automatically creates Jira tickets for every new email.

• If the email comes from an address that does NOT exist in Jira, the ticket is created fine.
• If the email comes from an address that DOES exist in Jira and the Jira account is active, the ticket is created fine.
• If the email comes from an address that DOES exist in Jira, and the Jira account is DEACTIVATED, the ticket is NOT created.

This is especially problematic because Jira does not provide a notification to anyone that the ticket failed to be created.  This leads to customers emailing us, receiving no response, and not knowing why.  Our internal team receives no notification because the ticket is not created.

If I delete the deactivated account from Jira, that person is then able to create tickets from email in the future.  However, for audit reasons we would prefer not to deactivate these historical accounts.  It's also problematic because this account information is pulled in via SSO.

 

Any idea why this is happening?

Angélica Luz

Hi Steve,

Thank you for the details provided.
Related to inactive users/customers, it's expected that they can't create tickets because this is the option that allows admins to block users that create spam.
Regarding email that fails to create, currently, there is no workaround in order to forward a notification to admins.
We have feature request suggesting the implementation of these abilities:
- https://jira.atlassian.com/browse/JSDCLOUD-818
- https://jira.atlassian.com/browse/JSDCLOUD-6304
Please, click on vote and watch to receive updates about the features.

Regards,
Angélica