JIRA mail handler fails to create issues from email sent by JSD customer

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    • 20
    • Severity 2 - Major
    • 1

      Summary

      JIRA mail handler fails to create issues from email when the email is sent by a JIRA Service Desk customer, when Default Reporter is set in the mail handler.

      Steps to Reproduce

      1. Have a software and a service desk projects
      2. Create a mail handler:
        • Associate it to JIRA default mail server
        • Set it to create issue in the software/business project in the previous step
        • Set a Default Reporter (a user with permissions to create issue in software project)
      3. In service desk project, add a customer
      4. Using the customer in step 3, send an email to the mail handler in step 2

      Expected Results

      Mail handler creates issue with reporter set as the Default Reporter

      Actual Results

      Mail handler fails to create issue and following JIRA logs are thrown:

      2018-01-25 08:49:20.119	INFO	com.atlassian.jira.plugins.mail.handlers.CreateOrCommentHandler	No Issue found for email '<email-subject>' - creating a new Issue.
2018-01-25 08:49:20.119	INFO	com.atlassian.jira.plugins.mail.handlers.CreateOrCommentHandler	Issue Key not found in subject '<email-subject>'. Inspecting the in-reply-to message ID.
2018-01-25 08:49:20.130	INFO	com.atlassian.jira.plugins.mail.handlers.CreateOrCommentHandler	No Issue found for email '<email-subject>' - creating a new Issue.
2018-01-25 08:49:20.130	INFO	com.atlassian.jira.plugins.mail.handlers.CreateOrCommentHandler	Issue Key not found in subject '<email-subject>'. Inspecting the in-reply-to message ID.
2018-01-25 08:49:20.130	WARN	com.atlassian.jira.plugins.mail.internal.vertimail.VertimailPushMailHandler	Cannot handle message as destination project has not been configured.
2018-01-25 08:49:20.155	ERROR	com.atlassian.jira.plugins.mail.rest.IncomingMailResource	Mail handler com.atlassian.jira.plugins.mail.internal.vertimail.VertimailPushMailHandler failed to process email to <mail-handler-email-address> at: 2018-01-25T08:49:20.155Z
2018-01-25 08:49:20.155	ERROR	com.atlassian.jira.plugins.mail.rest.IncomingMailResource.privacy-safe	Mail handler com.atlassian.jira.plugins.mail.internal.vertimail.VertimailPushMailHandler failed to process email at: 2018-01-25T08:49:20.155Z
2018-01-25 08:49:20.155	WARN	com.atlassian.jira.plugins.mail.internal.vertimail.VertimailPushMailHandler.privacy-safe	Unable to process email. All handlers failed.
2018-01-25 08:49:20.155	WARN	com.atlassian.jira.plugins.mail.internal.vertimail.VertimailPushMailHandler	Cannot create issue due to invalid license: [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. To gain application access you need to be a member of a group assigned to an application.]

        1. Screen Shot 2018-04-11 at 4.53.18 PM.png
          Screen Shot 2018-04-11 at 4.53.18 PM.png
          52 kB

            Assignee:
            Unassigned
            Reporter:
            Yahya (Inactive)
            Votes:
            9 Vote for this issue
            Watchers:
            24 Start watching this issue

              Created:
              Updated:
              Resolved: