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Hello! This guide will take walk you through all the configuration necessary to setup JEMH for Jira Cloud (JEMHC). This configurations to achieve the best Jira email integration possible. The process will take 20-35 minutes, depending on what the specific features you needrequire.
Prerequisites
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JEMHC does not support Atlassian Cloud default Mailboxes at all. Atlassian does not support 3rd party usage and periodically rotates the credentials in any case.
In order to successfully complete this guide, you will need the following:
An active Jira Cloud instance that you have administration rights for
For To process inbound email processing:
A valid Jira project
An external (non-Atlassian) mail source, for example a POP or IMAP server visible by JEMHC - Setup JEMHC Inbound mail (typically through a cloud provider like O365, Microsoft 365 or Gmail, but could be your own).
For To send outbound email notificationnotifications:
An external (non-Atlassian) SMTP mail server.
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JEMHC does not support Atlassian Cloud default Mailboxes at all. Atlassian does not support 3rd party usage and periodically rotates the credentials in any case. |
Installing the app
First, we will show you how to install JEMHC on your Jira Cloud instance. Open the Apps drop-down menu from the top Jira navigation bar. Click Find new apps.
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On the app search screen. Search , search for the term 'JEMH using the search field provided'. In the search results, you should see Enterprise Mail Handler for Jira (JEMH). Clicking the search result item will show you a Marketplace listing for the app.
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Click the Try it free button to begin an evaluation of the app. Atlassian will then ask for confirmation.
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After confirming, JEMH the app will then be installed. This could take a minute so please wait!
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Once installation is complete, use the Get started link to open JEMH Cloud startup wizard, which will assist you with creating a basic configuration.
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Setup inbound mail processing
If your mail server has a firewall or other IP based security, you may need to configure it to allow the app’s public IP address so we can access your mail servers:
JEMH Cloud public IP address :
54.210.55.45
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First, if your services are using IP-based security measures, make sure all relevant IP addresses used for outbound connections are allowed access.
Next we will configure JEMHC to process emails retrieved from an incoming mail server. Firstly, we will select a project that emails should create issues in. Later on you can add additional projects to the configuration - this is just for initial set up. You will also be asked for an issue type.
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Next, we’ll set up our inbound mail server connection. Selecting Create new message source will allow you to specify your connection settings. Alternatively, if you’re connecting to a Google or Microsoft email account via OAuth, you can use the respective sign in buttons. See Integrate Integrating with Gmail using OAuth and Integrate Integrating with Microsoft 365 using OAuth for more information.
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For the purposes of this guide, we'll select Create new message source and connect to an example POP3 mail server. JEMHC provides some standard presets. You can choose Custom to pick your own specific hosts and ports, but it's on you to ensure it's correct!
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In order to support email integration for users with no Jira user account, JEMHC needs to store email addresses in custom fields. Select what custom field is used to store a non-Jira email sender's name and address. You can also choose what where additional user email recipients (CC and BCC) are stored.
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Owing to choices Atlassian made long ago, the default readonly “Email Participants” field created by the app (should be a TEXT type) was implemented by Atlassian as a single line field, this may impact you if more than a handful of email-only ‘additional recipients’ would be involved. If you plan to use this feature extensively, you should pre-create another “Email Participant Addresses” field or similar that is of type text multi-line, then, in the wizard, pick that instead of the bundled field that is limited to 255 chars.
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If you see a warning that a field isn’t present on the projects issue screen (as above), click the link in the message. You will then be able to associate the field with the appropriate screen related to your project
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Outbound mail configurations are found under Messaging > Message OutboundOutbounds:
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Until the mail server setting has been used, its status will be 'unknown'. To validate this, use the poll action ▸ to test ▸ ping action, loacated under the … more actions icon. Here, the outcome is that the SMTP server is now Online (this would have happened anyway on first actual usage):
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Using JEMHC for Notifications
The configuration for controlling what Jira Projects will drive notifications is accessed through Notifications > Notification Mappings > Issue:
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Email:
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Disabling Jira Notifications to stop duplicates
Software Projects
Jira Software Notifications need disabling, typically done by deselecting the project Notification Scheme, leaving JEMHC to take over. There are variations, eg leave Jira to do Jira notifications, use JEMHC to do email only user notifications.
Here is an example Project > Notifications with no scheme set:
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JSM Projects
Service Management projects have both Jira (agent) notifications and customer level notifications. Disable the Project Notification Scheme to stop Jira user notifications, and deselect the Customer notifications (per event) to prevent customer notifications, to leave JEMHC in charge of notifications:
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Testing outbound notifications
Recent outbound notifications can be reviewed through: Auditing > Outbound Messages, you can see the two ping messages already sentoutbound message configuration tests sent using ▸ ping.
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The Auditing > Events view shows the webhook events sent by Jira, and indicates whether they were handled or not. Commenting on the 'test' issue created earlier Any Jira issue actions that trigger events matching the selected notification mapping(s) will be shown quite soon in the Events view:
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Soon Shortly after that (about a minute) the notification will be sent, shown in the updated Outbound Messages view:
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sent. The audit report for the sent outbound notification can be found in the Auditing > Outbound Messages view (The same location the outbound message ping configuration was found):
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By default JEMHC will track all recent inbound and outbound notifications, retaining content of email in full in encrypted form within the database, for all Projects scoped in your notification mappings. At your option, you can opt-out of this retention, but diagnosing any formatting or processing issues will be much harder!
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The Workaround User is required in order to lookup users, and to do some configuration time validation of some settings, such as validating a user is assignable in a project.
The credentials supplied in JEMHC > Workarounds > User Lookup must have the Jira Global Permission
BROWSE_USER, inherited through a group membership.The related user must also be in the Administrator role in the project, typically, this would mean a user in the administrators group.
The related user must also have Application Access in order to look up issues in the Lookup User Tester.
When everything is valid, setting a Username and a test Project, will result in confirmation:
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See Workarounds for how to generate an API token.
About Atlassian ID
Users created within Jira Cloud must now be validated as real users, this means that a valid email address will need to be provided during user creation. To create a user for the workaround user for example, follow the steps below:
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