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Issue comments are not created when Email sent to Jira by Anonymous User?


We would like Jira to be our support service for our company for various clients.

There are two requirements:
1. External User(not access to Jira) able to create User Story.

2. Create Issue comments when reply-to the same email or send an email with issue key.

The following article was used to implement an email to create a user story. 


The incoming mail handler is configured to Create a new issue or add a comment to an existing issue.

Requirement 1. An issue is created when an anonymous user sends an email to [PASS]

Requirement 2. Issue comments are not added when an external user (no access to Jira). [FAIL]



1 answer

0 votes
Dario B Atlassian Team Jul 02, 2020

Hello @Pratyk Jain ,

Welcome to the Atlassian Community!

In order to be able to create an issue in Jira Core and Jira Software, the reporter needs to have Jira access. What you are trying to achieve is actually possible using Jira Service Desk (in there we distinguish between customers and licensed users).

Please see below links for details:


If Jira Service Desk is not an option then, possible workarounds from the documentation you are already following are to configure the email handler to either create users or use a default reporter:

Create Users

Create new user accounts and send issue notifications when emails are received from an address that does not match any existing account. New users will be added to the default groups of the default Jira application and take up a license for that application.

The sender's email address will become the new account username and email address. New users will receive an email notification with more info about their new account and a password reset link.

Selecting this option will hide the Default Reporter option, as the two are not compatible.

Default Reporter

If you don't select the Create Users option, specify the username of a default reporter to be used if the sender's email address doesn't match the address of an existing user.

Make sure the default reporter has Create Issues project permission for the previously selected project, as well as Create Comments project permission for other relevant projects the mail handler can add comments to.

When an issue is created using the default reporter, the original sender's address will appear in a brief message at the end of the issue's Description field.



I hope this helps.



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