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Create comment from email reply not working

admin I'm New Here Jan 01, 2022

Hi all,


I'm using Jira Cloud and I'm on a Kanban project.

I've set up a personal board to track my personal to dos.

I am also the account owner (and admin) on the site using my business email.

The workflow I'm trying to setup is that I can send emails from my personal email to Jira and issues are created from the emails.

Note that my personal email is not a user on Jira.

I have set it up as shown in the screenshot:

Screen Shot 2022-01-01 at 1.24.47 AM.png


Now this part is working as expected. I can send emails from my personal email and issues are created with the default reporter being my business account (admin user).


The part that is not working is that If I reply to the same sent email from my personal gmail, I don't get a comment added to the Jira issue that was created. Nor do i get a new issue created from this second email in the thread.


Any help would be appreciated,


3 answers

1 accepted

5 votes
Answer accepted

The default set up for a mail handler is that Jira tries to match your email to an existing user account.  

It then respects the permissions on the project - if the account it finds does not have permission to create or comment, then it won't do it.  

Similarly, if it can't identify an account, it treats the mail as from an anonymous user and checks permissions against that.

The right answer is that you should create a user with that email address.  That's the only way you'll have this work properly.

The other two options are:

You could enable anonymous access to the project, but that is a really bad idea.  You will be spammed sooner or later, and you won't know who is updating your issues, which defeats the purpose of issue tracking.

Configure the mail handler to use a known account as the reporter/comment-author.  This also loses the information about who is creating/commenting, but at least you'll be able to blame the person who owns that account for losing the data.

2 votes


Could you check the sender email and hope that email is associated with active user with enough rights?

1 vote
Mohamed Adel Community Leader Jan 01, 2022

Hi @admin 

In order to make it work , your personal account should have Jira software license and  Browse & comment permission on your project. 

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