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How to Create Ticket in JIRA SD by sending mail and internal account would created automatically.

unknown

Hi,

We need to do the following things--

Create ticket by sending mail as external user.

After sending the mail the user should notified about the ticket

With his mail id an internal account will be created.

Auto generated mail sent to users mail ID for account password creation.

To do this I am facing several issue which mention below.

1.When a user having mail id xyz@theirdomain.com send a mail to helpdesk@ourdomain.com the service desk Mail Handlers showing "" 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.]''''

2. We cant create ticket from anyone who don't have service desk application access.

However, we have dozens of external staff who need to submit issues via email. We need these external staff to receive a notification that their email has been recieved and logged, be able to receive comments via email and be able to reply via email. All pretty simple stuff.

How can we allow this without using up a huge amount of licences?

Any help would be greatly appreciated.

Accepted answers

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Nic Brough -Adaptavist-

It sounds like a standard email handle is picking these up instead of the Service Desk one. It's trying to treat the incoming emails as JIRA users instead of SD Customers.

Could you check over https://confluence.atlassian.com/servicedeskserver031/receiving-requests-by-email-802164772.html and make sure that this is picking up the emails and not your standard JIRA email handler.

unknown

I have checked.. All fields are configured. Still I am getting same issue. Can you please provide me any other solutions??

Nic Brough -Adaptavist-

Check all the mail handlers and make sure only the service desk one is active, and remove the "create user" flag

unknown

Hi Nic,

Thanks for your answer....

Basically I am trying to Create Ticket to a specific project by a external user and after creating the ticket an user account will be created in our JIRA User Directory so that he will be notified by mail. I have created the incoming mail handler and TEST this and it is working fine.

Now when that external user (xyz@gmail.com) send mail to our helpdesk (abc@ourdomain.com), it is received in the particular Mail Box Folder but unable to create ticket and when we check the incoming mail handler and click on TEST it shows "" ....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.]...""

FYI, in the incoming mail handler settings I have selected " Create User " check box instead of providing a " Default Reporter "

Yes, I have checked already, we have two incoming mail handler for two separate project. In the other project I have selected a " Default Reporter " and it is working fine. But in this project I need to follow the previously mention use case.

I am using,

JIRA 7.0.10

Service Desk 3.0.10

and this is service desk project type

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