• Community
  • Products
  • Marketplace Apps
  • Questions
  • The JEMH plugin is installed, configured as instructed, and double-checked. Why is the custom filed for non-jira users not populated whenever a non-jira user opens a ticket?

The JEMH plugin is installed, configured as instructed, and double-checked. Why is the custom filed for non-jira users not populated whenever a non-jira user opens a ticket?

The JEMH plugin is installed, configured as instructed, and double-checked. Why is the custom filed for non-jira users not populated whenever a non-jira user opens a ticket? Is there a common reason for this?

1 answer

Hi Michael,

If the issue is being created (the content from the non-jira incoming mail is clearly identified), the custom field may not be populated for several reasons:

1. Somebody deleted the custom field, in this situation, on the Configuration screen, an automated Advisory warning should be shown.

2. The fallback user you have created does not have sufficient privileges in the project. Check Audit History drilldown details for any processing hints.

3. The Profile you are editing is not the profile that is actually hooked up via the JIRA Mail Handler selection. If you have one profile only, this is likely not it.

4. It is also possible that a default mail handler is pickup up the mail, which of course will do nothing to the custom fields.

You can rule out many things by creating a JEMH TestCase email, which is an integrated self-test, set the correct from/to addresses, the profile you want to run against and hit go. Any problems will be clearly visible. If this works, look to your inbound mail handler configuration in JIRA.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published yesterday in Marketplace Apps

Calling all developers––You're invited to Atlas Camp 2018

 Atlas Camp   is our developer event which will take place in Barcelona, Spain  from the 6th -7th of   September . This is a great opportunity to meet other developers and get n...

66 views 0 5
Read article

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