This question is in reference to Atlassian Documentation: Configuring JIRA's SMTP mail server to send notifications
We have a complex setup in that we have 2 service desk projects with emails from both of them using different email addresses (eg. firstname.lastname@example.org and email@example.com) we ALSO have an email handler setup for the normal NON-service desk projects and the emails are not being processed when a client emails back to us. We have an outgoing email firstname.lastname@example.org and the incoming for the handler is Applicationwork@company.com - what are we doing wrong?
Any help would be much appreciated.
I raise a few questions to better understand the situation.
So let us know you answers and it will bring everybody closer to understand the problems.
To answer your questions:
I hope this answers some of the questions. I haven't checked the log files. I will go look.
The email reply is being sent to JIRAAdmin@Company.com
That's one of the problems then. The handler expects emails on Applicationwork@ but clients send their reply to JIRAAdmin@.
The good news is that you can set a project email address in the Project Administration / Notification page. Set it to ApplicationWork@. This will make sure that outgoing emails from this project will have this address as sender, instead of the global JIRAAdmin@ one. See details in the docs.
Another problem may be permissions. If your clients, who are SD Customers send emails to ApplicationWork@ then emails will not be processed because they do not have Create Issue permissions in the project.
This means you may need to assign permissions to the customer accounts in that project.
Normally, this would be where the default reporter should jump in and create issues on behalf of the clients. Unfortunately, Default Reporter will not work here because JIRA recognizes that the sender has an account but without permissions and will refuse the emails with printing warning to the logs about missing permissions. Therefore it is easy to very if this is the issue.
Let me know if you see permission problems in the logs. This will mean that JIRA attempts to import the emails at least, so that emails are routed correctly.
If permission problems occur, there may be solutions and workarounds. Addons such as Email This Issue has Mail Handlers that work like JIRA but overcome the permission problem by falling back to the default reporter in case the sender is recognized but lacks permissions to create issues / comments.
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