Creating issues and comments from email

[Kelsey Schindler]

We have a lot of issues/incidents created by email (from users outside our company). We have set up Mail handler to Create Issues or Comments from support mail server, but are receiving the following message when a user sends an email to the email address:

[atlassian.mail.incoming.mailfetcherservice] The message has been rejected: Reporter (xxxxx) does not have permission to create an issue. Message rejected.

Please advise on how to change permissions.  

[Tinker Fadoua]

Hi Kelsey,

Are you using JIRA Service Desk or JIRA? Because if it is JIRA your problem could be because of licenses.

[Kelsey Schindler]

We are using JIRA - I have it now as unchecked 'create users' . We were able to create issues through email submission before and all of a sudden it turned to users not having permission? 

[Tinker Fadoua]

Did you check your mail queue? and Error Queue? Did you try to purge the queue?

[Kelsey Schindler]

Still the same issue

[Tinker Fadoua]

When you try a test email what happens?

[Kelsey Schindler]

A user submits an email that is to be created as an issue to the  POP Mail Server account, then when an issue is then supposed to be created in JIRA - instead we get the following error message:

This is an automated email from the issue creation service at "xxx".

An error was encountered whilst handling messages from the mail server “xxxx” using the handler “class com.atlassian.jira.plugins.mail.handlers.CreateOrCommentHandler”.

The error was: ------------------------ “Reporter (xxxx) does not have permission to create an issue. Message rejected.”

The error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:

— This message was sent by Atlassian Jira (v${build.version}#${build.currentBuildNumber})

[Tinker Fadoua]

Are you on Cloud or Server?

[Kelsey Schindler]

cloud

[Tinker Fadoua]

Check then with Atlassian if they are not having issues from their end.

If it was JIRA Server it is a different story.