JIRA Mail Handler Cannot Create Issue From Some Users' Email

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This Knowledge Base article was written specifically for the Atlassian Server platform. Due to the Functional differences in Atlassian Cloud, the contents of this article cannot be applied to Atlassian Cloud applications.

Problem

JIRA's mail handler cannot create issues for some of the users' email

Diagnosis & Symptoms

  • Emails are delivered successfully to Incoming Mail inbox.
  • However JIRA Mail Handler is unable to create issue from some user's email.
  • These users have Application Access and are able to login to JIRA normally.

  • These users have Create Issue permission.
  • After enabling DEBUG logging for incoming mail of the user, the following error can be found in atlassian-jira-incoming-mail.log

    2016-04-22 16:01:07,043 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP S: +OK
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Message Subject: test test
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Message-ID: <2DC200904E12398791823C1CD1E398C9EE52CA1EE9C@XXXXXXXX.XXXX.XXXX>
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Calling handleMessage
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Looking for Issue Key in subject 'test test'.
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Issue Key not found in subject 'test test'. Inspecting the in-reply-to message ID.
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP No Issue found for email 'test test' - creating a new Issue.
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP CreateIssueHandler.init(params: {issuetype=6, ccwatcher=false, stripquotes=false, createusers=false, notifyusers=false, project=XXX, reporteruserkey=unknown.user, bulk=ignore, ccassignee=false})
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Defaulting to fingerprint policy of 'forward'
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP CreateIssueHandler.handleMessage
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Project key = XXX
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Project = Project: XXX
    2016-04-22 16:01:07,090 WARN [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Data Support_IMAP[10031]: 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.]
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP Closing folder
    2016-04-22 16:01:07,090 DEBUG [IMAP_DataSupport] Caesium-1-1 anonymous    Data Support_IMAP MIME-Version: 1.0
  • When searching for the email address of the user in JIRA Administration > User Management > Users, a few users with different usernames are listed, all with the same email address. For example:
  • The first username from the search result above is deactivated, or do not have Application Access.

Cause

When JIRA's Mail Handler processes an email, it will attempt to match the "from" address of the email against the users in the database. However if there are multiple different usernames with the same email address, it will only match the first user from the search result and ignore the rest of the users. As a result, if the first user is deactivated, the Mail Handler will consider that this user does not have Application Access and fail to create the issue.

Resolution

  • Remove the deactivated user account
  • Change the email address of the deactivated user account to a different email address

 

Last modified on Apr 29, 2016

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