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Few Internal group users are unable to create jira tickets through sending email

Peruma Chinnasamy

Hi Team,

Let me know what are the permission required for creating the jira ticket throw the email.

Few internal group users are unable to create a jira tickets through sending mail to mail server.

Without any mail server permission they can able to create the jira ticket. few user with mailserver permission still they can't able to create jira ticket.

Let me know how to trouble shoot this issue.

We are using jira v8.20.11 DC

Thanks and Regards

Peruma.C

Accepted answers

All comments

Nic Brough -Adaptavist-

The users need "create issue" permission in the project that the emails are being routed to, as well as permissions in your mail system to send email to the mailbox your Jira is reading for incoming issues.

Peruma Chinnasamy

Hi @Nic Brough -Adaptavist-

They are having the all the permission still they sending mails are available to mail server but tickets are not getting converted. This issue not facing all the team member only few people are facing this issue (15/900)

Kindly help me on this issue.

Thanks and Regards

Peruma.C

Nic Brough -Adaptavist-

You will need to read the server's logs to find out why it is not processing the incoming email.

Peruma Chinnasamy

Hi @Nic Brough -Adaptavist-

Yes I was reproduced the issue and verified the log.

Not received any errors in jira incoming mail logs for the reported users. But following errors only I got in log.

But the users are Jira user it should show the user name in log.

2022-09-14 10:26:02,274 WARN [_mailServer] Caesium-1-3 anonymous Mail Handler Mail Handler[15801]: 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.]

Thanks and Regards

Peruma.C

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