Jira Software Incoming Mail Handler

[Kan Wong]

Hi there,

I'm new to Jira software, and there is a story that we need to create or comment on existing issues with email. Mean to send an email with a certain subject to create a new issue or specific subject with details to comment on an existing issues.

I have set up incoming mail handler as following

• Bulk: accept
• CC Assignee: true
• CC Watchers: false
• Create Users: true
• Notify Users: true
• Strip Quotes: true

and I'm trying to email my incoming Jira email address, which is jira@xxxx.atlassian.net with email belong from my personal email ( which is not the email I registered with Jira project).

New issue : 

Subject : (Project?) (Issue type) (Issue title)

Body : (details of the issue)

comment existing issue :

Subject : (ISSUE NO?) (Issue type) (Issue title)

Body : (details of the issue)

Seem both emails are ignored and issues or comments are not being created. am I missing anything? Please help

Kan

[Andy Heinzer · Accepted solution]

Hi Kan,

If I understand correctly here, you're trying to create issues in Jira with this mail handler, but when sending emails to that address no issues are be created/updated within Jira.

Our documentation on this feature over in Creating issues and comments from email, it explains that this feature is designed to work with licensed Jira users:

Jira Core and Jira Software can receive emails from licensed users to create issues or add comments and attachments automatically

In turn this means that unlicensed Jira users, or email addresses that Jira does not yet know about, won't be able to use this feature as it is configured in most cases.  There is an option to let this work with new users in Jira in the section called 'Receive emails from new users'.  But that explains some additional steps you would need to follow in order to let these messages be processed.

If your from email address is in Jira already, then the other problem here could be that this account does not have the needed permissions to create a new issue.

If you don't want to require these users be licensed in Jira to use email to create/update issues, then you might want to take a look at Jira Service Desk.  It has a different mechanism used to create issues for unlicensed Jira users with more info in Receive requests from an email address.

Does this help?  Please let me know.

Andy