Hi,
First of all, many thanks for your time to readh and help in this one.
Existing Setup:
Jira Service Desk project is configured with the following customer permission:
Who can raise requests? --> Customers who are added to the project.
This means we are adding manually customers before any action from customer.
Jira (Server 8.15)
Running in Jira we have “email this issue” app with mail handler configured.
There is a default rule with the instruction:
Find related issue:
No Related issue
This is to add comments to existing cases. No other actions, No issues creation, nothing else.
Statement:
Customers already added to Service Desk. Ther is no issues here to see the portal, receive emails and notifications. No issues in the portal.
Problem
When the user sends an email to jira@company.com (or reply a previous received one) the email handler catch the email (as expected) and see the case reference but can’t add the comment and logs the following error:
ERROR: com.atlassian.servicedesk.api.ForbiddenException: You don't have permission to access this Service Desk.
In fact:
- The user email is a valid user
Log: INFO: Found user for user@hotmail.com, executing as user (user@hotmail.com)
- User is already configured as customer (and can create cases….)
- The rule says to comment the case but can’t do it due to permissions.
How can I make this working?
We need to enable the option to send emails to jira and this update/create cases.
