Jira cannot create an issue from email if specific users in CC field
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. 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
If certain users are CC'd in an email, they might not show up as request participants and you might see an error message in the Processing logs(
> Applications > Jira Service Management > Email Requests > Processing Log):
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Sorry, but the following usernames could not be added as participant to this request: <USERNAME>
Diagnosis
Check If there are users with mixed usernames in the cwd_user table. Below is an example of a user with mixed usernames:
Cause
If the usernames are all mixed up for the same user, the email request mail handler won't be able to handle it and will throw an error when trying to create the tickets.
There is a bug in the application that are known to cause this behavior:
Solution
Update the username in the Jira internal directory. In the below example, updating the username in the Jira internal directory from TestUser to testuser
1UPDATE cwd_user SET user_name = '<>' WHERE id=<>;
Once, updated. Run the below SQL query and check if the username is updated:
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select directory_id, user_name, display_name, email_address, id from cwd_user where id in (ID-1, ID-2);3. Restart Jira and replicate the usecase.
4. If there are multiple users with mixed usernames, use below SQL query to update the usernames in bulk.
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UPDATE cwd_user SET user_name = lower(user_name) WHERE directory_id = 1 AND user_name ~ '[A-Z].+@'The above examples SQL have been tested with PostgreSQL and may need to be modified depending on the DBMS used
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