Summary
If a new product (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:
Go to JEMH > Tools > User Finder and search for “Enterprise Email Handler for Jira (JEMH)”. Copy the Account Id as this is needed later.
Go to (cog) > User Management > Users and select “Show Details” on a random user.
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.
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”.