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How to add a Google group address to JSD Email Requests

Jonathan Do
Jonathan Do
Contributor
February 28, 2020

Good morning everyone,

 

We're attempting to add a Google group email address into our JSD project for the purpose of creating tickets from emails that get sent to that address.

ie. Email sent to request@testdomain.com -> JSD creates a ticket in JSD Project.

It's asking for a password, despite the group itself not having one. What should I be putting in the field instead?

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Mike Rathwell
Mike Rathwell
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February 28, 2020

Hello @Jonathan Do 

Question: What element is asking for the password? Google or Jira? Once I know that I might be able to point you the right direction....

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Jonathan Do
Jonathan Do
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February 28, 2020

Hi @mik Jira is. It has two fields, email and password. The email field is simple enough, I've entered the Google group's email address.

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Mike Rathwell
Mike Rathwell
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February 28, 2020

Ok... once you've done that, there should be a check connection button. Try that and see what it gets annoyed about.

I suspect what you're facing is that I think Jira expects it has to pass a password and is trying even though one is not there. As such, you may well need to set one.

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Jonathan Do
Jonathan Do
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February 28, 2020

Hi Mike,

 

All I can do is cancel it. Since there's no password it doesn't allow me to save the email. And I can't add anything to the password field as this is a Google group.

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Mike Rathwell
Mike Rathwell
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February 28, 2020

Oh crap <head slap>, I suspect the group email is the problem. Try to do it with a generic single human email (even without the password) and see if that works.

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Jonathan Do
Jonathan Do
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February 28, 2020

@Mike Rathwell I doubt it had a way to know if an address was a user email vs a group email.

In any case, tried it and still can't save it.

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Mike Rathwell
Mike Rathwell
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February 28, 2020

ok... the NEXT thing to look at is your JSD project request security. That will be in the project admin -> Customer Permissions. The thing to look for is the inbound request from a given human to the group email address that Jira is trying to read to create a ticket has enough permissions to do it. For example, if you are set to "Customers who have an account on this Jira site" and the email is coming from an email address NOT existing in Jira, it will bounce. You might have to set it so "Anyone can email the service desk or raise a request in the portal".

I run that way as there is a 1:1 correspondence to G-suite accounts to Jira accounts.

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Jonathan Do
Jonathan Do
Contributor
February 28, 2020

@Mike Rathwell 

Who can access the portal and send requests to JSD project?

- Anyone can send a request via  the portal or support@kernon.atlassian.net

As far as I can tell, there shouldn't be an issues with permissions.

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Christopher Reed
Christopher Reed
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September 1, 2020

@Jonathan Dothis is old, but the best way to do this would be to add the service desk provided email to the google group member list. you will need to add the external email by allowing users outside of the org to add the service desk email. https://support.google.com/a/answer/167097?hl=en but then you can disable it and the service desk email will still be part of it. https://community.atlassian.com/t5/Jira-Service-Desk-questions/Adding-Emails-from-Google-Group/qaq-p/590746

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