We are facing a problem that it seems only licenced JIRA SErvice Management users can create an issue in a JSM project.
However, we would love to be able to use this add-in for anyone in our company (most have JIRA software licences only and viewer privileges for JSM projects) to be able to e.g. create a support ticket in our customer tech support project (a JSM project).
But so far they are getting authorization errors when they try to create/send emails from outlook via this add-in to our JSM project.
Is there a fix?
Do I need to change a permission somewhere?
I am working with a company managed JSM project by the way.
We are migrating to Jira Cloud and will use Outlook emails to submit work requests. I saw a demo with a resource currently using this functionality. I know this is a long shot but I saw the body of the email posts to the description. We will have fields that are required. There is no way to have a "mapping" from email template to required fields in Jira correct?
Hi, is it possible to use those functions from a shared mailbox i.e info@xyz.com or service@xyz.com, where mutliple users have access to?
They'd like to update or comment on issue from the mailabox and then select their respective users.
I don't think it's possible, because you'd need to set up that mailaccount as user in Jira. Furthermore it'd be contradicting to the Jira/Atlassian philosophy to assign issues to a single specific user rather than a group.
Atlassian Team members are employees working across the company in a wide variety of roles.
April 24, 2023 edited
@Marie-Blanche Jalette Hi! Unfortunately, Jira Cloud for Outlook currently doesn't support shared mailboxes. There's a public issue that you can watch and vote for.
UPD: the support for shared mailboxes was added (thx @Vitalii Saienko ) to Jira Cloud for Outlook and API-186 has been closed.
Sometimes, I also faced this problem with my working environment. But you have to bear it with your work. I have seen many blogs provided the tips to handle these issues. You have read their to get the solution.
I am getting a consistent error since yesterday @Vitalii Saienko -
{ "code": "AUTHENTICATION_FAILED", "message": "jwt not active", "reqId": "[Not sure if this is a user specific ID, can share if needed]" }
I cannot use the plugin on Outlook for Mac - it has been working up until now. I've upgraded to the most recent version of Outlook on my Mac... It does still work on Outlook for Web.
Thanks for reporting this. I've created a bug in our public issue tracker. We are investigating it on our side. Feel free to add yourself as a watcher to see the progress of the issue:
Regarding reqId, it's safe to share it. It doesn't reveal any information about you, it can be shared publicly. But it's not needed in this case, I was able to find related logs to this case. Thanks again!
Do you have a plan to adopt MS Graph for that plugin rather than using EWS APIs? Microsoft has declared EWS as legacy.
I mean there is some time until 2026, but we as an organization try not to adopt too many plugins using EWS and would prefer MS Graph API integrations.
@Maksym Yokha I also really enjoy this add-in. I think my most used is Send to Issue. We're testing with some IT members here before considering giving it out to non-IT department project members. I have a thing that I know will be asked by our other users so I wanted to post here (and here Customize fields in "Issues list" of Jira Cloud for Outlook add-in API-489)
In the Create Issue screen of the Jira Cloud for Outlook add-in, it would be great to be able to choose somewhere which fields show up and which do not. We currently do not allow external senders to send in support requests, so having contact information fields isn't really helpful (and takes up space) since we are already selecting a reporter. Also, the order of the fields is kind of all over the place (Impact and Urgency are separated instead of one on top of the other. I'm curious if this is impacted by other screens and screen schemes inside the project settings. I'm also curious as to what controls which fields are required? I'm assuming this is also as a result of the screen settings in the project.
Is there any chance that there will be a documented REST API to get (and put) emails to Jira issues like the Outlook plugin does?
I guess that the plugin uses an undocumented (part of the Jira) REST API to upload emails. Most likely it uses the official REST API to get the fields and autocomplete information and so on.
I already found the issue property "atlassian-outlook-integration", but it only contains a number.
I need such possibility to be able to get emails from issues to reference them in our CRM application. Unless I don't have a way to get the emails from a Jira issue, I cannot generally recommend the outlook application.
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