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External emails not coming into Project

We have setup a Jira project that can create issues and comments from emails sent to a specific email address. 

I have setup an additional incoming mail server and used the specific email address to authenticate the connection. 

I have then setup a mail handler and pointed it to the new project. I have assigned the specific email address as the default reporter to in theory pull through emails that are not part of the Jira customer portal. 

Currently that is not working. If an external user emails the specific address if they are not already a customer within our Jira portal the email just stays in the inbox. 

If they are a customer, the email is pulled through and the default reporter is applied.

Is there a way to have any external email even if they are not a customer to be pulled through and the default Reporter applied?


2 answers

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Answer accepted

Hi @Trudy Claspill  

It looks like what i am trying to do is a bug in jira that has not be resolved yet. 

I will close this question based on the above ticket. 

Thanks for all the help. 

0 votes
Trudy Claspill Community Leader Jan 16, 2023

Hello @Ryan Peirce 

Can you confirm for us that the destination project is a Jira Service Management project (versus a Jira Software project)? That information will show to an agent under the project name in the navigation pane on the left.

I am wondering why you went the route of using the email server/handler option, which is usually used only for non-Service projects.

Jira Cloud Service Management projects get set up with an email address automatically. Is there a particular reason that default email address can't be used?

If you can't use that email address, is there a reason you couldn't set up a custom email address as per these instructions?

Morning Trudy,

Many thanks for the reply. Currently the Project lies under the Jira Work Management section, we are using as a non-service project. It is not a service desk setup we need as we have that already.

I followed the following to setup the email side of it  

A background of what we are using it for the Project is for monitoring purposes and when an alert via email is received it will create a issue and we can assign it to a user to resolve. 

Hope this makes some sense, still new to all things Jira. 

Trudy Claspill Community Leader Jan 17, 2023

Thank you for the clarification.

For future reference, there are multiple Jira Questions communities. You posted your question in the Jira Service Management/Questions community, which is why I thought your project was a Service Management project. There are also Question communities for Jira Work Management, Jira Software, Jira Team Managed projects, and more. You can find all the Product-related communities by clicking on the Products > See All options at the top of this screen.

You also mentioned the "Jira customer portal" and "customers" which only applies to Service Management type projects.

When you say the email is or is not coming from a "customer" do you really mean a user that is in the Customer section of a Service Management project, or do you mean a user who has access to your site and access to the Jira Software product (as viewed by clicking the gear icon in Jira near you avatar and selecting User Management)? 

Thanks for the update Judy and the info on the Jira communities. 

To answer your question about the "customer" currently the test user is in User management section this was the only way i could get external emails to pull through. 

I found if the test user was not in the User management section the emails sent to the specific email would just sit in the inbox or it would pull through but nor raise a issue. 


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