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 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. |
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Solution
The solution for this is 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.
The previous fix for solving issues related to JEMHC Addon User Product Access, was to manually set the product access for the JEMHC Addon user. However, recently Atlassian made a change that prevents this from occurring.