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

0 vote
Fadoua M. 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 M. 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 M. 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 M. Boualem Community Champion Oct 26, 2017

Are you on Cloud or Server?

Fadoua M. 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.

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