Not able to create issues in Jira Projects as the "Enterprise Email Handler for Jira (JEMH)" user
- Ryan Clifton
- Mike Harrison
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.
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.
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 | |
|---|---|---|
This flow allows the JEMHC application user to create issues in both project types | This flow only allows the JEMHC application user to create issues in Software projects | This flow only allows the JEMHC application user to create issues in JSM projects |
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Identify if JEMHC app user has the relevant product access
The easiest way to if the app is lacking product access is to view the groups that the JEMHC app user is a member of. 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 app 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-6674a94917d9Notes:
Your current logged in user must have the relevant permissions for viewing user’s groups
The account Id (
557058:1aad7a42-0087-42dc-9dda-6674a94917d9) within the above URL may not be correct. To identify the correct account Id, you can use the JEMHC Find User feature and then replace the above Id. For more info about this feature see: User Finder
Required Groups for providing Product Access:
The groups that this user is added to will depend on the products that are installed. For example:
If you have only Jira Software installed then only
jira-software-users-BaseUrl/jira-users-BaseUrlwill be required:If you have both Jira Software and Jira Service Management installed then both
jira-software-users-BaseUrl/jira-users-BaseUrlandjira-servicemanagement-users-ryan-access-testingare required:
If you’ve changed the default groups that provide product access, then they’ll need to be used instead.
Solution
If the JEMHC app user lacks a group for relevant product access, uninstall and reinstall the app via Manage Apps to recreate the user, which will grant appropriate access.
Note:
You may encounter JEMHC re-use Trial check if you attempt this after your trial has been used, e.g. 3 months after JEMHC was first installed. If you encounter this, then contact us for support.
Your configuration/data will not be removed, as this data is stored for 30 days in case you decide to re-install.