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Summary
If When installing a new product Jira Application (Jira Software or Jira Service Management or Jira Software) is installed on a Jira Cloud instance that already has JEMH installed it will result in the JEMH application user not having access to that new product. This is because the product access for the JEMH application user is not automatically updated to allow access to that new product. This means that if you have a Jira cloud instance with just Jira Software installed and you install JSM, the JEMH application user will not be able to interact with any JSM projects as it’s Product access has not been updated yet.) into Jira Cloud, the JEMHC Application User (Enterprise Email Handler for Jira (JEMH) will not have product access for that new Jira Application and cannot create issues in projects that use the new Jira Application.
Error Message
If you are getting a similar error messages to the image below then the JEMHC Application User (Enterprise Email Handler for Jira (JEMH) does not have the correct Product Access.
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This is due to the order in which the products were installed into Jira Cloud. Below are three installation flows. One flow will not cause this error message and two of the flows will cause the error messages seen above.
Working Flow | Non working flows | |
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This flow allows the JEMH application user to create issues in both project types | This flow only allows the JEMH Application User to create issues in Software Projects. | This flow only allows the JEMH Application User to create issues in JSM Projects. |
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Solution
The solution is to manually grant the JEMH application user access to that new Product. However, since the application user is hidden from User Management page it means that you have to follow the steps below to access the JEMH application user profile and grant them access:
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