Tickets not being created from emails

[ljelic]

Hi,

i created an IMAP mail address when a mail is sent to that address, that creates a ticket in the project.

I get the "welcome" message that the email channel has been set. I set up the customer permission "Anyone can email the service desk or raise a request in the portal", but when I try to set up the mail handler i get an error "cannot create issue due to invalid license".

I am the admin of the app, in jira-admin group. 

[Ireen Klein_Actonic]

Hello, 

Other Point could be, that your instance has reach the limit of licensed user. Please check under settings →application. If you have more users than it is paid for you have to increase the licensed or to delete some users.

Kind regards,

Ireen

[Andrew Laden]

A few possibilities

1: For service desk, you don't want to set up a standard email handler. Service Desk includes its own email handler functionality.

Under the project section of your service desk project is a section for "email requests" That is where you can set up the mail handler for service desk.

(it is possible to use both, but you have to be aware of the differences and restrictions between them. The Service Desk email handlers is designed for use by customers, while the regular one is for agents.

2: Also make sure that your user isn't just a jira admin, but is also in a role in the service desk project that would allow you to create issues. (Project settings -> Users and Role)

3: And also that you are is in a group that give application access. (jira administration -> Applications -> Application Access)

If you look up your name under users, and done see that you have access to an application, you would need to fix that.

[ljelic]

thank you for your help,

I have set up the "email request" in the project, and got the initial mail. but afterwards nothing happens. i have mails coming to the email address, but no issue is created in the service desk.

so i went to set up the email handler, and i get invalid user license. which is absurd since i am the admin. i am in all the groups associated with jira.

also when i send an email, it creates an issue. any other mail that i receive is "read" by the jira, but the issue is not created.

[Andrew Laden]

Just to clarify. Do you have 2 separate email addresses? One being handled by the Service Desk mail handlers, and a 2nd by the native email handler? Completely separate.

ie you wont even see the service desk one when you look at "incoming mail" On the jira administration page.

When "customers" email the service desk one, it should create tickets. If you go to {jiraurl}/secure/admin/SDMailInfo.jspa you should see details on the service desk one. Check your settings. test and view logs and see if that reveals anything.

If your customers are emailing the regular one, then they will not be allowed to create issues as the wont have access to the project.