Problems creating issues by mail

[francisco_regueira]

Hi,

We have the next message when we test the mail handler: "Sorry, you can't create any issues right now, as you need to have access to a JIRA application to be able to create issues". it was working fine until we have synchronized our windows active directory with jira, after that, we can't create issue by mail. Could be AD problem?.

Thanks in advance.

[Mohamed Riza _ServiceRocket_ · Accepted solution]

Hi @francisco_regueira ,

When you sync Jira with AD, you are not only getting the users to Jira but also group information. 

Based on the error message above, it says that the users do not have Application Access for the product in Jira. Therefore it seems that you may have not mapped this for the AD usernames. 

So for example, you are group jira-software which is given application access to Jira Software. This was given to every user created internally. Now you sync with LDAP. The LDAP users do not have a jira-software group. Therefore either add them to the jira-software group or secondly you may add another group that all the AD users belong to the Application access for Jira Software. 

[francisco_regueira]

Hi @Mohamed Riza _ServiceRocket_ ,

Thanks for your help. After add an AD to jira, if you enter in a user profile, you can see a check "Application access: Jira Software". If this checkbox is unchecked, the mails sending by the email account can not be converted in a issue.

In our case it was unchecked by default, i'm not sure if it could be configure to import it checked insted of do it by ourselves.

But, it take a Jira license... we just need they can sent emails to jira. Do you know something about it?

[Mohamed Riza _ServiceRocket_]

@francisco_regueira 

In Jira, you send emails to Jira to be able to create issues in Jira or add comments to existing issues. This is added as the user who sends in the email. Jira is licensed as per the users that you have in the instance, therefore if you want a user to be able to create an issue or add an comment in Jira, they need to be a licensed user. 

Alternatively, in Jira Service Desk where you have customers, only agents are licensed in the instance and customers are free. 

Therefore in short, it is not possible to do it in Jira Software as this is how Jira Software is licensed.

Can you please explain your use case in details so we understand why would you need such a functionality? There may be other workaround to achieving the same objectives. 

[francisco_regueira]

@Mohamed Riza _ServiceRocket_ 

We have a email where our mates (arround 500) send us their new ideas. We want to send a response mail (at the end of workflow), so, we think fill reporter field with sender email. If we haven't we don´t know how send it to our mates automatically.

I hope you can understand the idea.

We are open to diferents point of views

[Mohamed Riza _ServiceRocket_]

@francisco_regueira  In the case that you need to receive several ideas from individuals and then send them responses, you may want to look at Jira Service Desk

In Jira Service Desk you may have as many people sending in these ideas as you want and you are only charged with the internal Service Desk agents you have. You can also then respond to them without issues. 

[francisco_regueira]

Thanks so much @Mohamed Riza _ServiceRocket_ , at the end we will use "Email this Issue" pluggin. With it, we can send a response to an external email.

[Mohamed Riza _ServiceRocket_]

Thanks for the update! That should help anyone else facing the same issue.