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Incoming mail handler "Create issue" does not trigger automation

Martijn van Eijk

I have JIRA Cloud and have configured a mailhandler to create issues when a mail comes in.

The issues are created in a Next-Gen project. This works fine.

However, I also have an Automation trigger, triggering on Created issues. This automation is not triggered for the issues created by the mailhandler.

The automation is triggered when the issues are created manually.

Is there a solution/workaround to be able to trigger the automation on an issue created by the mailhandler?

Accepted answers

Jack Brickey

What do the automation logs say about these events? Can you share your automation here? Is this a new automation rule or has it previously worked?

All comments

Jack Brickey

What do the automation logs say about these events? Can you share your automation here? Is this a new automation rule or has it previously worked?

Martijn van Eijk

Thanks for looking into it!

There is nothing in the logs because the trigger is not hitting.
It works when I manually trigger it, but the hick-up here is that the Automation trigger is not hit from a "Create issue" by the mail handler.

It has not worked previously.

The automation is just
1. "When: Issue created"

2. Antyhing else (e.g. change priority to high)

But it does not get hit (nothing in the Audit log)

Jack Brickey

Hmmm, it doesn’t make sense (on the surface) that it would not trigger if your trigger event is issue created. I wonder if we are dealing with a permissions issue. Who is the creator in the case of your mail handler and do they have permissions in the project?

Martijn van Eijk

The current Reporter of the issue is "Jira Automation" (I think that is a default role).
The handler has no specific permission in the project, though it can create issues, and they end up in the project fine.

I'll try if the trigger hits with another Reporter

Benjamin Peikes

I am having the same issue. We switched our "Default Reporter" to "Jira Automation" because when we had it set to a specific user, it started to fail silently when that user left the organization.

Given that "Jira Automation" user appears to be able to create tickets from other automation rules, I don't know why it wouldn't trigger a "On Create" automation rule.

John Funk

Hi @Benjamin Peikes - I suggest you create a new question so that more people can see it and respond. And they can tailor answers to your specific situation. Feel free to tag me on it.

Benjamin Peikes

@John Funk - No need to ask another question. Apparently you cannot have "Jira Automation" user for the user that creates tickets based on an email handler.

For now we're just using my account as the user in the trigger, which is annoying because I get notification for the issue since I end up as the reporter.

Tom Gustafsson

How about creating custom issuetype, for example "Bug via mail" or something else - then, create rule which acts on that issue type.

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