Not able to create issues in Jira Projects as the "Enterprise Email Handler for Jira (JEMH)" user

Owned by Ryan Clifton
Last updated: Oct 04, 2022
2 min read

Summary

When installing a new Jira Application (Jira Software or Jira Service Management) 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.

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

Working Flow

Non working flows

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.

  1. Installed Jira software

  2. Installed Jira Service Management

  3. Installed JEMHC

  1. Installed Jira Software

  2. Installed JEMHC

  3. Installed Jira Service Management

  1. Installed Jira Service Management

  2. Installed JEMHC

  3. Installed Jira Software

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.

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”.