Incoming Mail Handler Not Creating Jira Issues From Non-Jira Accounts

Question

Jira issues not being creating using Incoming Mail Handler.  Emails are being sent to Jira reserved email addresses which work fine for internal users but not for external users such as clients or external tech reps.  Also confirmed Jira reserved email addresses created Jira issues when sent from my personal Gmail account.

Thinking could be sender firewall restriction regarding Jira email address.

All ideas accepted..  ;)

Thanks..

Stanley Stancavage · Answer

Even if you have a licence, it still does not work.

Mikael Sandberg · Answer

This is expected, unless you are using JSM. The mail handler for Jira Software/Jira Work Management only works if the sender to have a license to create, view, comment, add attachments, or transition issues. For cases were you want external users that do not have a license on your instance it is recommended to use JSM instead. You can learn more about it here, Create issues and comments from email.