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Create issues from email not working

Antonio Almazán Faura

Hello, good morning,

I have a 10 users JIRA license on cloud and I'm have been configuring the system to create issues from e-mail (some years ago I did it with a 3rd-party plugin). Technically it seems everything is configurated correctly according to the documentation (even when I click on the tets button of the mail handler) but the fact is that no issue is created from e-mail: I have reviewed permissions, users, but nothing. Could you please provide me any advice/tip? Might be that this functionality is not available for this JIRA license? I would appreciate any help.

Thank you very much in advance and best regards,

Antonio

Accepted answers

All comments

Mihai Schwarz

Hi @Antonio Almazán Faura ,

Usually when this happens its a permissions issue related to the project where you've configured the email handler, make sure that the existing and new users have access to create a ticket within your project, also set the default reporter.

Check this link as it might help you: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Dirk Ronsmans

Hey @Antonio Almazán Faura ,

When you press the TEST button, can you tell us what shows up in the message?

Keep in mind that JIRA only pulls in the unread emails from the last 7 days. A free license should work just as good as any other for emails.

Antonio Almazán Faura

Hi @Mihai Schwarz , thank you for your answer. Technically, yes, permissions are set correctly but in this JIRA instance, due to the license type, I can't modify the permissions scheme.

Who can create issues? According to the scheme, these:

Project role (atlassian-addons-project-access)
Application access (any connected user)

I created an user for this topic that is also the project coordinator and if I create manually an issue it is assigned to this user. I have configurated JIRA in order to make as default reporter to this user.

Best regards,

Antonio

Dirk Ronsmans

Also keep in mind that in JSW the user trying to create the issue also requires application access. (or you need to set a default reporter that has)

Antonio Almazán Faura

Hi @Dirk Ronsmans , thank you for your answer. What I get is a message in which I can see that there are 9 emails (which is OK as this is the number of tests I have done) and then the messages as if JIRA where creating the issues and deleting the e-mails (althought issues are never created). I have set a default reporter but I have not checked the create user option (as it is something we don't want for our project).

Best regards,

Antonio

Dirk Ronsmans

@Antonio Almazán Faura

You don't need to set the "create user" cause that will ruin your license

Did you actually save the mail handler? If you click test it only shows you what it would do and doesn't actually do it (like a simulation).

If you save the handler it should run fine.. might take a few minutes but as long as the emails are recent enough it should go through.

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