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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.

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:

1. Go to JEMH > Tools > User Finder and search for “Enterprise Email Handler for Jira (JEMH)”. Copy the Account Id as this is needed later.

2. Go to (cog) > User Management > Users and select “Show Details” on a random user.

3. Modify the URL by removing all of the digits after “users/” and replace this with the copied Account Id for “Enterprise Email Handler for Jira (JEMH)”.

Below is a screenshot of a example URL. The orange rectangle is the section of the URL that needs to be changed.

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Once the above steps are complete you will have access to the JEMH application users Profile and you will be able to grant the Application User access to the required Products by pressing “Add Products”) 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.

Example 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.

Identify if JEMHC Add-on user has the relevant product access

The easiest way to identify if you are affected by this issue, of JEMHC not having Product access, is to view the groups that the JEMHC Add-on user currently has. Currently, this can only be done by using the Jira Cloud Rest API to gather a specific User’s groups, as Atlassian does not allow add-on users to be viewed within User Management.

For example using the below Rest API Url: (will need to replace “Base-Url” with your specific Jira cloud URL):

https://Base-Url/rest/api/2/user/groups?accountId=557058:1aad7a42-0087-42dc-9dda-6674a94917d9

Required Groups for providing Product Access:

The groups that this user is added to will depend on the products that are installed.E.g.

1. If you have only Jira Software installed then only jira-software-users-BaseUrl/jira-users-BaseUrl will be required:

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2. If you have both Jira Software and Jira Service Management installed then both jira-software-users-BaseUrl/jira-users-BaseUrl and jira-servicemanagement-users-ryan-access-testing are required:

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Solution

If the JEMHC Add-on user does not have a group that provides access to a relevant product, then the only way to solve this would be to go to Manage Apps and uninstall JEMHC and then re-install JEMHC. As this will re-create the JEMHC user which will grant them the relevant product access.