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

Owned by Ryan Clifton
Last updated: May 20, 2024
3 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.

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

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

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

Notes:

  1. Your current logged in user must have the relevant permissions for viewing User’s Groups

  2. 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.E.g.

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

    Screenshot from 2024-05-20 11-06-00.png

  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:

If you have changed the default groups that provide product access then they will need to be used instead.

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.

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 PPL Support to get this resolved.

  • Your configuration/data will not be removed, as this data is stored for 30 days in case you decide to re-install.