Comments and Issues Not Created from the Incoming Email Handler
Platform Notice: Cloud and Data Center - This article applies equally to both cloud and data center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
An Incoming Mail Handler was established to create a new issue or add a comment to an existing issue. You've tested the mail handler, which yields No messages in mailbox.
Solution
Message rejected
Despite verifying configuration settings, you suspect something is wrong because after a period of time, it's evident that incoming emails never create new issues nor are there any new comments for existing issues.
Search Jira logs for the following messages:
1
Reporter (XXXXX@XXXXX) does not have permission to create an issue. Message rejected.
The reason behind the error
The reporter(s) in question don't have the Create Issue project permission.
Update the permission scheme
Update the Create Issue permission and/or Project Roles for the project permission scheme in question, which is explained in more detail here.
Be sure, too, that the email messages sent to Jira come from addresses associated with the relevant user account.
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