How will I be charged for users created by the Mail handlers?

[Roberto Nine]

Hi all!

I've created a Mail handler to create new support tickets automatically from customers mails. If I check the "Create user" option in the Mail handler configuration, will I be billed for those new users just like any other user that I create via the User mgmt option?

I have the 25 users for $100 package for Jira

Thanks!

[AndyD · Accepted solution]

I'd say there are 3 states for a user to be in: 'interactive', 'non-interactive' and 'disabled'. Only 'interactive' users count toward the license.

User creation with default Email handlers results in 'interactive' users being created, as Nic says, removing the right-to-use (usually jira-users group) converts the user to 'non-interactive', they cannot login to JIRA interactively but are still able to create issues by email subject to project permissions not being dependant on the 'interactive' group (eg jira-users).

With small numbers, doing this manually is simple enough. If the numbers go up, you'll need an automated solution, there are some commercial mail handlers out there that do this like JEMH.

[Roberto Nine]

Thank you guys , that was clarifying :)

One more question though, about those non-interactive users you mentioned Andy. Once they create a ticket by mail, will they be also able to receive by mail the comments that an interactive user makes in Jira? I tried but seems the comments are not sent. Is this right?

Thanks again!

[AndyD]

Yes, external non-interactive' recipients can receive updates from interactive JIRA users.

There may be some behaviour in that area that is specific to the default mail listener, I'd have to look through JIRA source to pick out what /where. JEMH works as this one of the main features it supports.

If you turn up logging, you may find some information in the log to explain what is going on in the default mail listener.

[Roberto Nine]

Thanks again, for what you say it seems the problem is with Jira's mail sender, and not with the mail listner I've configured, since the tickets are created for every mail received, but no mails are sent with the comments in reply to that ticket.

Does Jira give official support for this?

How can I turn on logging?

REgards!

[Nic Brough _Adaptavist_]

Have a skim through https://confluence.atlassian.com/display/JIRAKB/Notifications+Troubleshooting as a sanity check - you'll get asked questions about the stuff in there wherever you turn for support! (I'm tempted to tell you to jump straight to the stuff about outgoing mail logging, but the rest of it is worth a read before you do that)

[Nic Brough _Adaptavist_]

Well, yes and no. A user is a user, whatever the source it's created by. Users take up seats, so if you go over 25, you'll need to increase your licences. However, it won't do it automatically - if you go over 25, it'll just stop some functions working until you reduce the numbers back down (remove them from the "can log in" groups)