Create Issue from E-mail

[Dominik Suszter]

Hello,

I have a problem with creating issues from emails. I'm using the Email This Issue plugin, and if the Request Type field is not filled in (not used), the issue is created successfully.

However, if I want to use the Request Type field, the issue is not created.

---

The error message:

INFO: Found user for xyz, executing as Xyz (JIRAUSER10101)

INFO: #1734186720102 Creating issue in (KT) xyz with type Request

ERROR: com.atlassian.servicedesk.api.ForbiddenException: You don't have permission to access this service project. ERROR: Exception occurred while processing mail handler:

ERROR: com.metainf.jira.plugin.emailissue.handler.ExecutionFailedException: com.metainf.jira.plugin.emailissue.desk.api.ServiceDeskAPIException: com.atlassian.servicedesk.api.ForbiddenException: You don't have permission to access this service project.

---

I granted administrative permissions to the user for the project, but this didn’t help either. The permission scheme is as follows:

Thank you in advance for your response!

[Dominik Suszter · Accepted solution]

The solution:

The issue was caused by setting the default reporter in the mail handlers to the sender's (reporter) account instead of a user with the Service Management role. As a result, the issue could not be created with the request type since the submitter didn't have a proper license (not servicedesk portal license).

To simplify, I set the System Administrator as the default reporter, ensuring no role-related issues occur during creation. The system then updates the reporter afterward.

Here are some screenshots of the implementation:

[Jehan Bhathena]

Hi @Dominik Suszter ,

Welcome to the Community!

While I haven't used this plugin, what I can make out from it's error logs is the lack of permissions of the user trying to perform the action.

Since you've already updated the permissions scheme, have you tried using the "Permissions Helper" to check if the "Create Issue" or "Edit Issue" permission is correctly set of the user being used by the email handler?

Since this is a paid Add-on, I would highly recommend raising a support ticket here https://metainf.atlassian.net/servicedesk/customer/portal/1, so that someone from their team can help out to solve this error sooner.

[Dominik Suszter]

Hi @Jehan Bhathena

Thanks for your response. I tested the permission helper, and everything is green. The "Email Channels" ("Email Request") works well and creates the issue, but this plugin doesn’t work. I’ll try contacting the plugin developer as you suggested.

Thanks!

[Jehan Bhathena]

Do let us know how it goes 😊

In the mean while if you find this thread helpful please can you mark the Answer as Accepted.

[Katarzyna Sutor]

Hello Dominik!

Did you found what was the issue? 
I have the same problem and massive amount of tasks waiting, please share with me the solution

[Dominik Suszter]

Hello @Katarzyna Sutor

Yes of course.

The issue was caused by setting the default reporter in the mail handlers to the sender's (reporter) account instead of a user with the Service Management role. As a result, the issue could not be created with the request type since the submitter didn't have a proper license (not servicedesk portal license).

To simplify, I set the System Administrator as the default reporter, ensuring no role-related issues occur during creation. The system then updates the reporter afterward.

Here are some images of the implementation:

If you have any question please let me know!

Best,

Dominik

[Katarzyna Sutor]

Hello @Dominik Suszter 

Thank you so much for your very fast reply, you saved me!

Wish you a great day :)