Creating issues and comments from email

We have a lot of issues/incidents created by email (from users outside our company). We have set up Mail handler to Create Issues or Comments from support mail server, but are receiving the following message when a user sends an email to the email address:

[atlassian.mail.incoming.mailfetcherservice] The message has been rejected: Reporter (xxxxx) does not have permission to create an issue. Message rejected.

 

Please advise on how to change permissions.  

1 answer

This widget could not be displayed.
Fadoua Boualem Community Champion Oct 26, 2017

Hi Kelsey,

Are you using JIRA Service Desk or JIRA? Because if it is JIRA your problem could be because of licenses.

We are using JIRA - I have it now as unchecked 'create users' . We were able to create issues through email submission before and all of a sudden it turned to users not having permission? 

Fadoua Boualem Community Champion Oct 26, 2017

Did you check your mail queue? and Error Queue? Did you try to purge the queue?

Still the same issue

Fadoua Boualem Community Champion Oct 26, 2017

When you try a test email what happens?

A user submits an email that is to be created as an issue to the  POP Mail Server account, then when an issue is then supposed to be created in JIRA - instead we get the following error message:

 

This is an automated email from the issue creation service at "xxx".

An error was encountered whilst handling messages from the mail server “xxxx” using the handler “class com.atlassian.jira.plugins.mail.handlers.CreateOrCommentHandler”.

The error was: ------------------------ “Reporter (xxxx) does not have permission to create an issue. Message rejected.”

The error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:

— This message was sent by Atlassian Jira (v${build.version}#${build.currentBuildNumber})

Fadoua Boualem Community Champion Oct 26, 2017

Are you on Cloud or Server?

Fadoua Boualem Community Champion Oct 26, 2017

Check then with Atlassian if they are not having issues from their end.

If it was JIRA Server it is a different story.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

269 views 5 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you