Issue created through Email does not have the expected Workflow Transitions
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles 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
Symptoms
Using the Create a new issue or add a comment to an existing issue or the Create a new issue from each email message email handlers, newly created issues do not belong to the Issue Type expected. Because of this the following features might be incorrect:
- Issue Fields
- Workflow
- Permissions
- Screens
Diagnosis
To ensure that the problem is as described in this article, check the Mail Handler for an issueType setting. If it is absent, this article applies.
Cause
This is caused by JIRA defaulting to the first-listed Issue Type for the assigned project.
Resolution
- Open the Mail Handlers page from the Administration Console
- Click Edit for the Handler you wish to change
- Click Next
- Select your Issue Type
- Save the Handler parameters