New email address won't create JIRA tickets

Hi, our company got new email addressess. We were able to update the email address in the JIRA portal, however,the new emails are not creating tickets. Any idea how to change this>

1 answer

I'll assume you are using the standard email handler rather than those provided by JIRA Service Desk or JIRA Enterprise Mail Handler.

It is not really stated clearly in the documentation, but here is what the mail handlers do. They scrape the mail header and look at the Sender address. That email address is then searched against the users in JIRA. If there is a match, the issue is created and the Reporter is set as the user that matches that email address.  

Looking at this another way, you need to have the Sender email address match the email address associated with your user account in order to have an issue created with you as the Reporter. If the email address is not attached to an account in JIRA, the mail is ignored.

To resolve this, you will need to update the email addresses associated with each user to the new email addresses.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

24,675 views 2 7
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