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JIRA Service Desk Failure Email Creation

Justin V

I am running JIRA Service Desk 3.5.2 and have successfully configured the Service Desk to watch an email box for incoming emails, to which it should create a Service Request.

In the customers tab, I have included all of my customers, including my own account. Note that I have a seperate Admin account in Service Desk.

However, when I send an email to the email box, Service Desk does not create a ticket. When I go to Applications > Email Requests > View Log, I get the following error:

13/Jul/17 8:55 AM
FAILURE
You don't have permission to access this Service Desk.

I have set the project permission of 'Create Issues' to the Group of Anyone and the settings within Customer Permissions is set to 'Customers who have an account on this Service Desk'. Then, the Permission Helper lists that my account has access to create issues.

This ticket by email function used to work and then stopped.

Any thoughts?

Accepted answers

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Shawn Masters

Did you remove the mail handlers access to the service desk? I believe the emails processed are seen as a system account not the actual user who submitted the email.

Justin V

I currently do not have any mail handers listed in Service Desk. I did not feel like they were needed, because the JIRA Conflunece page on configuring Service Desk emailing says it's not needed and mainly used for JIRA Core.

Shawn Masters

You'll definitely need the mail handler or a registered email address to process incoming emails as Service Desk tickets.

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html#Receivingrequestsbyemail-Verifyyourlinkedemailaccount

We use the Cloud email address and mail handlers to process incoming emails from both internal and external users.

Justin V

I added the mail handler and the system still reports a Failure message in the log.

Justin V

Underneath the Global Permissiosn tab, we had an Active Directory group listed for JIRA System Administrators. Removing this group fixed the access failure issue.

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