Issue attachments not getting through for non-admin users via email

Question

When I create an issue via email with attachments as a non-admin user on Jira, the attachment does not get included on the issue.

I think this may be due to some permission issues with the user, but I'm not sure how to remedy it. Could I get some feedback on possible ways to provide the user the right permissions to have their attachments included via email?

Petter Gonçalves · Answer

Hello Peter,

Thank you for the information provided.

After further investigation of the issue, I found out some other possible reasons for the problem with the last Jira Cloud Version. Please, provide us the following information so we can better troubleshoot it:

1 - Is the problem happening for any kind of attachments and to all non-admin users?

2 - When the issue creation from e-mail works (Using an admin user), have you used the same attachment files that failed with the non-admin user?

3 - Are there any special characters in the name of the attachments? Could you provide us with the names? If they don't have sensitive information, please feel free to add them to this community question or provide a google drive link so we can try to reproduce it on a test site with a non-admin user.

4 - Are the attachment files larger than 10MB? Unfortunately, Jira email handler cannot handle those attachments:

Add the possibility to handle emails with attachments bigger than 10MB in JIRA Cloud

Thanks!

Peter Chinaka · Answer

Hello Petter.

Thanks for your response. I've followed the steps you provided and they all check out. The particular problem I'm experiencing seems to occur with attachments sent from issues created from incoming email.

The problem is that when a Jira (non-admin) creates an issue via Email, the attachment is lost. When creating the issue on Jira, it works

Petter Gonçalves · Answer

Hello @Peter Chinaka

Thank you for reaching out.

Please, check the following steps to better troubleshoot why you are not being able to add attachments to the issues when logged as a non-admin user:

1 - Navigate to the project where the issues are being created > Project Settings > Permissions and check if the user that is creating the issue (Or the default reporter set for your e-mail handler) is configured with the Create Attachments permission.

2 - Check if the attachment you are trying to add has the size allowed in your site, under Jira Settings > System > Attachments

Let us know if you have any questions.