Incoming mail not matching to user on JIRA Server

Sarah Baker

I was given to understand that if I (a user in JIRA Server 7.13) sent in email to a inbound mail handler, I could then use that email to create a ticket or update comments on an existing ticket in the project I assigned for it to be associated with.

But - my email address doesn't appear to be recognized as the log says

2019-06-17 15:35:02,604 WARN [jira-it] Caesium-1-3 anonymous jira-it jira-it[10100]: 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 user has rights to create tickets (I'm an admin).

In the debug I don't see any evidence of attempt to locate user from: address match.

When my project set to allow anonymous creation - mail creation of the ticket works. 
Why isn't the mail associating with my account when my user does have a license?

Daniel Eads

Hey Sarah,

Jira's mail handler will try to match an email address with the first user it finds in its user directory with that email address. Especially if you're an admin, there might be more than one account in the user directory with your email address. Let's check that out first:

1. Head to the Users page in Jira's admin interface
2. Use the filter to search for the email address giving you issues (sounds like your email address)
3. Look for accounts with no application access

                        The int-service-account user has no application access

 

Sometimes service accounts from an external directory get inadvertently pulled into Jira but don't have application access. If the service accounts have your email address, the mail handler might match against those first instead of your regular account.

Give that a try and let me know how it goes!

Cheers,
Daniel