Mail handler - Create ticket not working

Question

Hello,

I removed the Default Handler that was set to Jira and wanted to replace it by a different email (client) IMAP handler which is covered by ourselves.

After configuring the handler and running tests I get the error:

"Found 2 unprocessed message(s) in the imaps folder.
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.]"

Previously, Jira always created a user based on the email account but since changing to a new handler I get his error message.

We used to use this option to create tickets for our clients, but it does not work anymore.

D. de Pender · Answer

Hi, thanks for your response.

The Create users function is turned on. However, we do not want it to create a "paid" JIRA account and notify our customers that an account has been created.

For some odd reason, we can't get the workaround to work either.

In short, we want it to function as the "Default Cloud Mail Server" mail handler with the exception that the receipt and comment emails use our own server.

Petter Gonçalves · Answer

Hello Dennis,

I understand that you have configured a new e-mail handler in your application which is properly working for valid JIRA users, however, when you try to create issues from an e-mail which does not have a valid JIRA user, it simply doesn't work instead of creating a new account for that e-mail address as you expect. Is it correct?

When configuring a new E-mail handler, there is an option that you can flag to create a new JIRA user If a message comes from an unrecognized address:

Can you please confirm if this option is flagged? If it is configured as false, it will definitely cause the error you are seeing.

Additionally, we have a bug in JIRA that causes the issue to don't be created in case you want it to be added as an anonymous user:

- JIRA does not create an issue by email for non-JIRA users

In case this is what you are trying to do, I recommend you to perform the workaround steps in that bug to avoid this issue. Also, feel free to vote and watch the bug to receive notifications about any updates.

Let me know if you have any questions.