Ticket creation through email isn't working for everyone

Question

Hello there,

I'm experiencing an issue where we have a specific group of people who appear to not be able to create tickets via email. I've double checked the groups they are part of, and the group is listed under the project role Service Desk Customers. I've checked the Customers page, and was able to find that specific user.

The email handler we have setup is setup on the system level (Jira Administration > System > Incoming Mail). For anyone that does not have a current account with us, but is still needs to submit a ticket, we have the Default Reporter set to a service account.

This user is able to create tickets appropriately from the customer portal, but when they send an email to the appropriate address, the mail handler doesn't pick it up and provides an error stating that he doesn't have permission to create a ticket.

Troubleshooting steps:

* Setup the mail handler within the project itself - no change (would still not pull the email from listed individual)
* Added individual to the project role Service Desk Customers, along with group - no change
* Have tested with newly created user accounts, with mostly similar groups (all groups are listed as Service Desk Customers) and they are able to email in
* Disabled custom add-ons in case of conflicts - no change
* Added the project role Service Desk Customers to the Create Issue permission - this worked, the email was pulled correctly and a ticket created, but As per this link that configuration is not supported.

Suggestions on how to proceed from here would be helpful.

Currently using JSD 3.9.

Gmail account for email.

Thanks,

Nathan

Nathaniel Scott · Answer

And that was the setup we had previously. The one where specific individuals were able to create tickets through the portal, but emailed issues/replies were not getting picked up by the mail handler because "They didn't have permission to create tickets in this project". Someone else who has almost the exact same groups, is able to do both, Email tickets in and create them through the portal.

One thing I did just notice is that we are sync'ing these users from different directories, I'm not sure if that would have an effect on whether or not they could create a ticket via email.

Olga Videc · Answer

Hello,

Check this out, I think that's it

Mandatory permissions by project roles

The permissions for customers must be granted to the Service Desk Customer - Portal Access security type instead of the Service Desk Customers role. This configuration gives customers access to the Customer Portal only (not JIRA). The security type reads the role to determine who are customers.

https://confluence.atlassian.com/jirakb/using-custom-permission-schemes-838416400.html?_ga=2.221799647.674697376.1543223820-899529972.1531837689

So basically it says that create issue permission should be granted to Service Desk Customer - Portal Access not to Service Desk Customers role.

So there would be no confusion you can add more groups or single users etc. to create issue permission scheme, but not Service Desk Customers role

Nathaniel Scott · Answer

This is the error I see every time I log on at this point. If I click the hyper link, it brings me to another error screen.