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Jira Service Desk Incoming Mail Handlers Not Running

I've setup incoming mail handlers in Jira Administration > System > Mail > Incoming Mail.

The POP Mail Server tested fine, and I add incoming mail handler for "Create a new issue or add a comment to an existing issue". In the incoming mail handler, I set it to create new user if the email coming from an unrecognised address.

When I send an email, new user created, but no issue created. When I read the log, it said that the new user not assigned to any application.

How I setup to assign an application to new user? (I have Jira Software and Jira Service Desk installed in one server).


Recently I changed the incoming mail handler, I'm using local files instead of pop server because I only have one email address to catch everything. The test was successful, "Found 2 message(s) in the /var/atlassian/application-data/jira/import/mail/servicedesk-mail/am-new folder". But it never process any new incoming mail, it listed in "Services" running every 5 minutes, but it never execute anything, no log or information that the service executed.

  • handler: Create a new issue or add a comment to an existing issue
  • handler.params: project=AM,issuetype=10101,bulk=accept,createusers=true,notifyusers=true,ccwatcher=true,ccassignee=true,stripquotes=true
  • subdirectory: /servicedesk-mail/am-new

Anyone know how to setup incoming mail in Jira Service Desk?

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First you need to define under which user your mail handler tries to create an issue. Then you can include this user to a group , which is defined for your application. You can find the defined groups in the Application -> Application Access menu. 

I choose to create new user if sender email not recognised. The default reporter option was not present when I click the check box to create new user option. When I see an option like this, I tend to think that the user automatically assigned to Jira Service Desk application because at the top of the form I choose a Service Desk project.

This is the screenshot when creating incoming mail handler:

From this:


If you choose "create new user":


Have a look at the default setting for a new user and make sure the user is granted Application access to Service Desk.

Go to the Setup Default Access part.

Okay, I'll try as your suggestion.

Thank you.

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