Creat a ticket via mail handler with a portal access only user

[Mathieu Larouche]

I have a project with a mail handler. Everything works fine, except a specific case.

If I try to create a ticket, and my email is associated with a portal only user, the mail handler never creates a ticket in Jira. 

I tried to solve my problem by adding the create issues permission to "Service desk customer - portal access", but it didn't work.

Any suggestion?

Thanks!

[Alexey Matveev]

Hello,

You need to create a email channel for portal users (customers). You can read more information here

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

[Mathieu Larouche]

Hi Alexey

I know how to use service desk, but I do not want to use it for this specific project. I wanted to use a mail handler with a software project.

Thank you,

Mathieu

[Alexey Matveev]

Do I understand correctly that you want  Customers (these users can only login to portal) to create tickets in a Jira software project from email?

[Mathieu Larouche]

exactly!

[Alexey Matveev]

ah, ok. I never tried it. I am not sure if it is permitted. You could debug incoming mail and have a look in the logs. You could see what happened with a email from such users.

[Nic Brough -Adaptavist-]

It is not.  To work with issues in Software and Business, or the issues behind the requests in Service Desk projects, you need to be a Jira user, not a customer.

Although, if you reconfigure the mail handler to default a "reporter", then you can allow them to raise issues effectively anonymously

[Mathieu Larouche]

That's the problem.

I configured my mail handler in order to manage anonymus users.

If I send a request by email via an address not linked to jira or to a customer in service desk, I can create a ticket.

But, if I send a request by email via an addresse linked only to a customer in service desk, then the ticket is not created.

It seems to be a limitation with the mail handler.

Thanks all for your reply