JEMH How to fix error "The sender has not already been involved with the issue directly"

[Leslie C]

Have a JEMH profile that receives emails to one of our departments and auto-creates a Jira issue for that department.  

Am receiving the following error:  

• The sender [] has not already been involved with the issue [] directly. See: Email Sender Address Custom Field [customfield_17285]

[Ryan Clifton · Accepted solution]

Hello Leslie,

This error message typically occurs when the sender of the commenting email is not already involved on the issue. e.g. not found as the Reporter, Request Participant or within the Non-Jira User Custom Field [customfield_17285]. 

Since the Email Sender is found within the relevant fields it means that they do not have the relevant permission to comment on that issue.

One potential way to prevent this is to ensure that there is a Text Custom Field selected for Profile > Email > Addressee Processing > Assign non jira-user Email to Text CustomField  as this ensures that any email Recipients will be added to the issue and can then comment on the issue. Note: This is assuming that this email sender was a To/Cc recipient of the email that created the issue.

If you require any additional assistance with this, then feel free to Create a Support ticket with The Plugin People (JEMH Vendor) directly and provide us with a Support.zip for the email that has this error message. Support zips can be generated by going to JEMH > Auditing > Incoming Mail and then pressing (...) > Generate Support zip on the relevant email.

A Support Ticket can be created by either emailing support@thepluginpeople.com or by using our Customer Portal.  

Regards,

Ryan (Plugin People Support)