Create issue link automatically after issue creation by email

[OlivierA]

I use JIRA DESK HELP 2.0

When I send an email to JIRA DESK HELP, the email is convert to issue but i don't see the linked issue

If I create the same issue with the basic form or by the portal, the issues are linked.

What I'am doing wrong ? Is there a workaround ?

[Fidel Castro Armario]

Please do the following changes:

• Move post-function "Create the issue originally" to first position in execution order.
• Replace field Email with virtual field Reporter's email (field code %{00007}) at post-function "Create issue link"

Tell me if these changes solve the problem. Anyway, both are best practices.

[OlivierA]

not work only when I send by email but the post function " Copy a parsed text to a field" work

[Fidel Castro Armario]

You don't have a valid license, so the plugin won't work. Perhaps "Copy parsed text to a field" post-function is working due to a bug in the license control system, but "Create issue link" is not working.

You can get a trial license by clicking on "Try if free" at Marketplace Listing.

[OlivierA]

I have only 3 statuses in my workflow but I'm getting a trial license

[Fidel Castro Armario]

By the way, AND has more precedence than OR, so you should put some parentheses to force ORs to be evaluated before AND. Write something like:

project = "Contact" AND ( something = something OR something ~ something OR something ~ something )

[OlivierA]

same problem

[Fidel Castro Armario]

I think it may have something to do with the way JIRA Help Desk creates issues from emails. I will try to reproduce your problem, and see if there is some workaround. I will need sometime to do it. I will have news for you tomorrow morning.

[OlivierA]

Thank, I have JIRA HELP DESK 2.0 with agent and customer

[Fidel Castro Armario]

There was a bug in the plugin. I have released version 2.1.23_beta_5 fixing the problem.

This version is well tested, so you can use it in production environment with confidence, if you need to.

Please, close the issue if this solution is valid for you.

[OlivierA]

I need to uninstall the plugin and I download the 2.1.23_beta_5.jar and I click to "upload the addon" or no need to uninstall the old ? Sorry, but I begin in the system, we haven't this system in production but only in test environment for now. In November, we buy all products tested and we go in prod environment.

[OlivierA]

I found this ressource : upload plugin for update

But nothing easy for me ... see picture ... I think that It's not your fault, so when I resolve this problem, I come back to tell you if the fixe has worked :)

If you have an idea for the errors ... I will appreciate

[Fidel Castro Armario]

Olivier, you should previously uninstall your current version of the plugin, and then upload the .jar file of version 2.1.23_beta_5.

[Fidel Castro Armario]

Please, don't forget to confirm that the version solves your problem.

[OlivierA]

yeah, right now I don't have access to set my server for the 413 error, after that, I come back in order to tell you

[OlivierA]

Hi

I resolved the 413 problem for upload. I have uninstall the old version and uploaded the beta 5. I tested with the new version and I have exactly the same problem.

[Fidel Castro Armario]

Olivier,

It's very strange since I could reproduce exactly the problem you had: the link was created correctly when issue was created manually, but not when created by EMAIL. Can you please confirm that this is exactly what happens to you now?

The bug in the code was clear. Can you please, confirm in the JIRA Universal Plugin Manager that the version installed in 2.1.23_beta_5?

Thanks.

[OlivierA]

I confirm. I use the standard workflow of JIRA HELP DESK 2.0

[OlivierA]

If you have TeamViewer, we can checked together. I will create the bug with you ? just give me your email and I send you the login/pass.

[Fidel Castro Armario]

Olivier, the problem has to do with the fact that when an issue is created by email, JIRA doesn't find a logged user to apply visibility permissions to JQL query. I have implemented the following behavior:

• If no logged in user is found, then use assignee.
• If no assignee user is found, then use reporter.

The problem might be that assignee or reporter hasn't got permissions to see issues in project Contact, and this way JQL query doesn't return any issue as result.

Can you please tell me if that might be the reason?

Previously, please install version 2.1.23_beta_6. This version provides some improvements related to this bug, and special log output indicating whether assignee or reporter is used instead of logged in user when executing a JQL query.

If possible, after testing again the new version look at JIRA log file for outputs like:

#* USED ASIGNEE (user_name) INSTEAD OF CURRENT LOGGED USER.

#* USED REPORTER (user_name) INSTEAD OF CURRENT LOGGED USER.

[OlivierA]

I have install 2.1.23_beta_6. I have still the same problem.

I tryed to put a default assignee (admin) and/or I added "anyone" to permission for "link issue" section.

When the issue is created by email, I see the default assignee (admin), but I don't see the linked issue. That work fine if I create the issue manually.

post function :

What is the log file name ? because in

/xfs/atlassian/jira/log/ or /usr/local/atlassian/jira/logs/

atlassian-servicedesk.log and atlassian-jira.log I didn't see :

# USED ASIGNEE (user_name) INSTEAD OF CURRENT LOGGED USER. # USED REPORTER (user_name) INSTEAD OF CURRENT LOGGED USER.

[Fidel Castro Armario]

The log file is at "/atlassian/jira/logs/" and is called "catalina.out". I have prepared version 2.1.23_beta_7 with more outputs at log file, in order to trace what is happening in your JIRA instance.

Please, look for output lines beginning with:

#*** Issue #83

The permission that is needed for current assignee is "Browse Projects" in projects Contact and Inventaire. Please, ensure that default assignee for email created issues has this permissions.

In one of the screenshots in your previous post I can see that assignee is Olivier Albertini and no issue link can be seen. By the accompanying explanations I would expect one of the two scenarios:

• Assignee: admin and no issue links.
• Assignee: Olivier Albertini and some issue links.

Maybe, I'm missing something.

[OlivierA]

Here the permission of the project and the role of users (the customer [e-mail] and the agent which is the admin Olivier Albertini) :

Here the case where that doesn't work :

-The customer [e-mail] sent an email -Olivier Albertini (role administrator) is the default assignee of the ticket

the log :

I think that It's the error :

2014-10-27 16:41:43,373 atlassian-scheduler-quartz1.clustered_Worker-3 ERROR [e-mail] Mail handler used by JIRA Service Desk. Do not modify or delete. 10,302 [plugins.workflowToolbox.shared.WorkflowToolbox] # Issue #83: FOUND CURRENT LOGGED USER 2014-10-27 16:41:43,404 atlassian-scheduler-quartz1.clustered_Worker-3 ERROR [e-mail] Mail handler used by JIRA Service Desk. Do not modify or delete. 10,302 [jira.plugins.workflowToolbox.IssueLinkCreatorFunction] # Issue #83: JQL query launched by Issue Link Creator returned 0 issues. 2014-10-27 16:41:43,407 atlassian-scheduler-quartz1.clustered_Worker-3 ERROR [e-mail] Mail handler used by JIRA Service Desk. Do not modify or delete. 10,302 [plugins.workflowToolbox.shared.WorkflowToolbox] # Issue #83: FOUND CURRENT LOGGED USER 2014-10-27 16:41:43,422 atlassian-scheduler-quartz1.clustered_Worker-3 ERROR [e-mail] Mail handler used by JIRA Service Desk. Do not modify or delete. 10,302 [plugins.workflowToolbox.shared.WorkflowToolbox] # Issue #83: FOUND CURRENT LOGGED USER 2014-10-27 16:41:43,423 atlassian-scheduler-quartz1.clustered_Worker-3 ERROR [e-mail] Mail handler used by JIRA Service Desk. Do not modify or delete. 10,302 [jira.plugins.workflowToolbox.IssueLinkCreatorFunction] #*** Issue #83: JQL query launched by Issue Link Creator returned 0 issues. 2014-10-27 16:41:43,814 atlassian-scheduler-quartz1.clustered_Worker-3 ERROR [e-mail] Mail handler used by JIRA Service Desk. Do not modify or delete. 10,302 [feature.customer.request.RequestActivityIssueListener] Failed to get event initiating user to set issue property 'request.public-activity.lastupdated' 2014-10-27 16:41:43,882 atlassian-scheduler-quartz1.clustered_Worker-3 ERROR [e-mail] Mail handler used by JIRA Service Desk. Do not modify or delete. 10,302 [plugin.emailissue.action.EmailBuilderImpl] java.lang.NullPointerException at com.metainf.jira.plugin.emailissue.entity.AuditLogDao$1.doInTransaction(AuditLogDao.java:51) at com.metainf.jira.plugin.emailissue.entity.AuditLogDao$1.doInTransaction(AuditLogDao.java:32) at com.atlassian.sal.core.transaction.HostContextTransactionTemplate$1.doInTransaction(HostContextTransactionTemplate.java:25) at com.atlassian.jira.DefaultHostContextAccessor.doInTransaction(DefaultHostContextAccessor.java:34) at sun.reflect.GeneratedMethodAccessor149.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.atlassian.plugin.osgi.hostcomponents.impl.DefaultComponentRegistrar$ContextClassLoaderSettingInvocationHandler.invoke(DefaultComponentRegistrar.java:129) at com.sun.proxy.$Proxy167.doInTransaction(Unknown Source) at sun.reflect.GeneratedMethodAccessor149.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.atlassian.plugin.osgi.bridge.external.HostComponentFactoryBean$DynamicServiceInvocationHandler.invoke(HostComponentFactoryBean.java:154) at com.sun.proxy.$Proxy167.doInTransaction(Unknown Source) at com.atlassian.sal.core.transaction.HostContextTransactionTemplate.execute(HostContextTransactionTemplate.java:21) at sun.reflect.GeneratedMethodAccessor170.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at org.springframework.aop.support.AopUtils.invokeJoinpointUsingReflection(AopUtils.java:307) at org.springframework.osgi.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:58) at org.springframework.osgi.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:62) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:131) at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:119) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.osgi.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:56) at org.springframework.osgi.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:39) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.osgi.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:59) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:131) at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:119) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:204) at com.sun.proxy.$Proxy1266.execute(Unknown Source) at com.atlassian.activeobjects.internal.SalTransactionManager.inTransaction(SalTransactionManager.java:48) at com.atlassian.activeobjects.internal.AbstractLoggingTransactionManager.doInTransaction(AbstractLoggingTransactionManager.java:19) at com.atlassian.activeobjects.internal.EntityManagedActiveObjects.executeInTransaction(EntityManagedActiveObjects.java:270) at com.atlassian.activeobjects.osgi.DelegatingActiveObjects.executeInTransaction(DelegatingActiveObjects.java:133) at sun.reflect.GeneratedMethodAccessor1265.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at org.springframework.aop.support.AopUtils.invokeJoinpointUsingReflection(AopUtils.java:307) at org.springframework.osgi.service.importer.support.internal.aop.ServiceInvoker.doInvoke(ServiceInvoker.java:58) at org.springframework.osgi.service.importer.support.internal.aop.ServiceInvoker.invoke(ServiceInvoker.java:62) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:131) at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:119) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.osgi.service.util.internal.aop.ServiceTCCLInterceptor.invokeUnprivileged(ServiceTCCLInterceptor.java:56) at org.springframework.osgi.service.util.internal.aop.ServiceTCCLInterceptor.invoke(ServiceTCCLInterceptor.java:39) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.osgi.service.importer.support.LocalBundleContextAdvice.invoke(LocalBundleContextAdvice.java:59) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.aop.support.DelegatingIntroductionInterceptor.doProceed(DelegatingIntroductionInterceptor.java:131) at org.springframework.aop.support.DelegatingIntroductionInterceptor.invoke(DelegatingIntroductionInterceptor.java:119) at org.springframework.aop.framework.ReflectiveMethodInvocation.proceed(ReflectiveMethodInvocation.java:171) at org.springframework.aop.framework.JdkDynamicAopProxy.invoke(JdkDynamicAopProxy.java:204) at com.sun.proxy.$Proxy3078.executeInTransaction(Unknown Source) at com.metainf.jira.plugin.emailissue.entity.AuditLogDao.create(AuditLogDao.java:32) at com.metainf.jira.plugin.emailissue.action.EmailBuilderImpl.createAuditLog(EmailBuilderImpl.java:306) at com.metainf.jira.plugin.emailissue.action.EmailBuilderImpl.sendEmailWithUserEditedSubject(EmailBuilderImpl.java:250) at com.metainf.jira.plugin.emailissue.mail.EmailSenderImpl.sendEmailWithUserEditedSubject(EmailSenderImpl.java:44) at com.metainf.jira.plugin.emailissue.mail.EmailSenderImpl.sendEmailWithUserEditedSubjectAsync(EmailSenderImpl.java:54) at com.metainf.jira.plugin.emailissue.mail.EmailSenderImpl.sendEmailAsync(EmailSenderImpl.java:49) at com.metainf.jira.plugin.emailissue.workflow.EmailThisIssuePostFunction.execute(EmailThisIssuePostFunction.java:77) at com.opensymphony.workflow.AbstractWorkflow.executeFunction(AbstractWorkflow.java:1050) at com.opensymphony.workflow.AbstractWorkflow.transitionWorkflow(AbstractWorkflow.java:1446) at com.opensymphony.workflow.AbstractWorkflow.initialize(AbstractWorkflow.java:615) at com.atlassian.servicedesk.internal.feature.customer.request.ServiceDeskWorkflowManager$$anonfun$initializeWorkflow$1$$anonfun$apply$1.apply(ServiceDeskWorkflowManager.scala:58) at com.atlassian.servicedesk.internal.feature.customer.request.ServiceDeskWorkflowManager$$anonfun$initializeWorkflow$1$$anonfun$apply$1.apply(ServiceDeskWorkflowManager.scala:56) at scala.util.Either$RightProjection.map(Either.scala:536) at com.atlassian.servicedesk.internal.feature.customer.request.ServiceDeskWorkflowManager$$anonfun$initializeWorkflow$1.apply(ServiceDeskWorkflowManager.scala:56) at com.atlassian.servicedesk.internal.feature.customer.request.ServiceDeskWorkflowManager$$anonfun$initializeWorkflow$1.apply(ServiceDeskWorkflowManager.scala:55) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.customer.request.ServiceDeskWorkflowManager.initializeWorkflow(ServiceDeskWorkflowManager.scala:55) at com.atlassian.servicedesk.internal.feature.customer.request.ServiceDeskWorkflowManager.initializeWorkflowForIssue(ServiceDeskWorkflowManager.scala:19) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager.com$atlassian$servicedesk$internal$feature$customer$request$CustomerRequestManager$$saveIssueIntoJIRA(CustomerRequestManager.scala:77) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager$$anonfun$createRequest$1$$anonfun$apply$1$$anonfun$apply$2$$anonfun$apply$3.apply(CustomerRequestManager.scala:50) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager$$anonfun$createRequest$1$$anonfun$apply$1$$anonfun$apply$2$$anonfun$apply$3.apply(CustomerRequestManager.scala:49) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager$$anonfun$createRequest$1$$anonfun$apply$1$$anonfun$apply$2.apply(CustomerRequestManager.scala:49) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager$$anonfun$createRequest$1$$anonfun$apply$1$$anonfun$apply$2.apply(CustomerRequestManager.scala:48) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager$$anonfun$createRequest$1$$anonfun$apply$1.apply(CustomerRequestManager.scala:48) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager$$anonfun$createRequest$1$$anonfun$apply$1.apply(CustomerRequestManager.scala:47) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager$$anonfun$createRequest$1.apply(CustomerRequestManager.scala:47) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager$$anonfun$createRequest$1.apply(CustomerRequestManager.scala:46) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestManager.createRequest(CustomerRequestManager.scala:46) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestService$$anonfun$createRequest$3.apply(CustomerRequestService.scala:43) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestService$$anonfun$createRequest$3.apply(CustomerRequestService.scala:40) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.customer.request.CustomerRequestService.createRequest(CustomerRequestService.scala:40) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$crea$$$$ae31c5227827865ce7b4a4d45d71348e$$$$anonfun$apply$14$$anonfun$apply$15$$anonfun$apply$16.apply(IncomingEmailManager.scala:111) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$crea$$$$ae31c5227827865ce7b4a4d45d71348e$$$$anonfun$apply$14$$anonfun$apply$15$$anonfun$apply$16.apply(IncomingEmailManager.scala:110) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$crea$$$$ae31c5227827865ce7b4a4d45d71348e$$$$anonfun$apply$14$$anonfun$apply$15.apply(IncomingEmailManager.scala:110) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$crea$$$$ae31c5227827865ce7b4a4d45d71348e$$$$anonfun$apply$14$$anonfun$apply$15.apply(IncomingEmailManager.scala:109) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1$$anonfun$apply$10$$anonfun$apply$11$$anonfun$apply$13$$anonfun$apply$14.apply(IncomingEmailManager.scala:109) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1$$anonfun$apply$10$$anonfun$apply$11$$anonfun$apply$13$$anonfun$apply$14.apply(IncomingEmailManager.scala:108) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1$$anonfun$apply$10$$anonfun$apply$11$$anonfun$apply$13.apply(IncomingEmailManager.scala:108) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1$$anonfun$apply$10$$anonfun$apply$11$$anonfun$apply$13.apply(IncomingEmailManager.scala:107) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1$$anonfun$apply$10$$anonfun$apply$11.apply(IncomingEmailManager.scala:107) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1$$anonfun$apply$10$$anonfun$apply$11.apply(IncomingEmailManager.scala:106) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1$$anonfun$apply$10.apply(IncomingEmailManager.scala:106) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1$$anonfun$apply$10.apply(IncomingEmailManager.scala:105) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1.apply(IncomingEmailManager.scala:105) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager$$anonfun$createIssueInJiraContext$1.apply(IncomingEmailManager.scala:104) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager.createIssueInJiraContext(IncomingEmailManager.scala:104) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailManager.createIssueFromEmail(IncomingEmailManager.scala:74) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1$$anonfun$apply$2$$anonfun$apply$3$$anonfun$apply$4$$anonfun$apply$5.apply(IncomingEmailService.scala:66) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1$$anonfun$apply$2$$anonfun$apply$3$$anonfun$apply$4$$anonfun$apply$5.apply(IncomingEmailService.scala:66) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$com$$$$$b964c765cf7c52d46b2e78e0cf72fae$$$$inEmailContext$1$$anonfun$apply$15.apply(IncomingEmailService.scala:119) at com.atlassian.servicedesk.internal.utils.context.PortalContextUtil$.inPortalContextWithParam(PortalContextUtil.scala:32) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$com$atlassian$servicedesk$internal$feature$incomingemail$IncomingEmailService$$inEmailContext$1.apply(IncomingEmailService.scala:118) at com.atlassian.servicedesk.internal.utils.context.AuthenticationContextUtil$.runAsUser(AuthenticationContextUtil.scala:15) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService.com$atlassian$servicedesk$internal$feature$incomingemail$IncomingEmailService$$inEmailContext(IncomingEmailService.scala:116) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1$$anonfun$apply$2$$anonfun$apply$3$$anonfun$apply$4.apply(IncomingEmailService.scala:64) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1$$anonfun$apply$2$$anonfun$apply$3$$anonfun$apply$4.apply(IncomingEmailService.scala:63) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1$$anonfun$apply$2$$anonfun$apply$3.apply(IncomingEmailService.scala:63) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1$$anonfun$apply$2$$anonfun$apply$3.apply(IncomingEmailService.scala:62) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1$$anonfun$apply$2.apply(IncomingEmailService.scala:62) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1$$anonfun$apply$2.apply(IncomingEmailService.scala:61) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1.apply(IncomingEmailService.scala:61) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService$$anonfun$createIssueFromEmail$1.apply(IncomingEmailService.scala:60) at scala.util.Either$RightProjection.flatMap(Either.scala:523) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService.createIssueFromEmail(IncomingEmailService.scala:60) at com.atlassian.servicedesk.internal.feature.incomingemail.IncomingEmailService.processEmail(IncomingEmailService.scala:48) at com.atlassian.servicedesk.internal.email.SDMailHandler.processMessage(SDMailHandler.java:36) at com.atlassian.servicedesk.squalor.email.AbstractMailHandler.handleMessage(AbstractMailHandler.java:100) at com.atlassian.servicedesk.squalor.email.SDMessageProcessor.execute(SDMessageProcessor.java:77) at com.atlassian.servicedesk.squalor.email.ServiceDeskMailFetcherService.runImpl(ServiceDeskMailFetcherService.java:71) at com.atlassian.jira.service.services.file.AbstractMessageHandlingService.run(AbstractMessageHandlingService.java:261) at com.atlassian.jira.service.JiraServiceContainerImpl.run(JiraServiceContainerImpl.java:66) at com.atlassian.jira.service.ServiceRunner.runService(ServiceRunner.java:75) at com.atlassian.jira.service.ServiceRunner.runServiceId(ServiceRunner.java:53) at com.atlassian.jira.service.ServiceRunner.runJob(ServiceRunner.java:36) at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:135) at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:101) at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:80) at com.atlassian.scheduler.quartz1.Quartz1Job.execute(Quartz1Job.java:32) at org.quartz.core.JobRunShell.run(JobRunShell.java:223) at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:549) 2014-10-27 16:43:35,943 atlassian-scheduler-quartz1.clustered_Worker-1 INFO ServiceRunner [atlassian.crowd.directory.DbCachingRemoteDirectory] synchronisation for directory [ 10101 ] starting 2014-10-27 16:43:36,042 atlassian-scheduler-quartz1.clustered_Worker-1 WARN ServiceRunner [directory.ldap.cache.EventTokenChangedCacheRefresher] Incremental synchronisation is not available. Falling back to full synchronisation com.atlassian.crowd.event.IncrementalSynchronisationNotAvailableException at com.atlassian.crowd.integration.rest.service.RestCrowdClient.getCurrentEventToken(RestCrowdClient.java:1062) at com.atlassian.crowd.directory.RemoteCrowdDirectory.getCurrentEventToken(RemoteCrowdDirectory.java:754) at com.atlassian.crowd.directory.ldap.cache.EventTokenChangedCacheRefresher.synchroniseAll(EventTokenChangedCacheRefresher.java:54) at com.atlassian.crowd.directory.DbCachingRemoteDirectory.synchroniseCache(DbCachingRemoteDirectory.java:1014) at com.atlassian.crowd.manager.directory.DirectorySynchroniserImpl.synchronise(DirectorySynchroniserImpl.java:75) at com.atlassian.jira.crowd.embedded.JiraDirectorySynchroniser.synchronizeDirectory(JiraDirectorySynchroniser.java:96) at com.atlassian.jira.crowd.embedded.JiraDirectorySynchroniser.runJob(JiraDirectorySynchroniser.java:60) at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:135) at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:101) at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:80) at com.atlassian.scheduler.quartz1.Quartz1Job.execute(Quartz1Job.java:32) at org.quartz.core.JobRunShell.run(JobRunShell.java:223) at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:549)

[OlivierA]

Use case that work

The administrator Olivier Albertini create manually the ticket. He sets Reporter to [e-mail] (the customer). I submit the ticket.

For now, I found nothing in the log ... If I found something I will post here

[OlivierA]

Okay I sent an email with the admin and that's work ... so I'm checking the permissions ... But I can't set Anyone browse the project and issue ... In JIRA DESK HELP 2.0, the customer account is unlimited but he has no role because he has no licence ? Is it right ?

But this behaviour doesn't work :

I have implemented the following behavior:

If no logged in user is found, then use assignee.

If no assignee user is found, then use reporter.

Because the default assignee has the permission to browse (It's the admin for now)

[Fidel Castro Armario]

I reproduced a problem similar to yours by using a JIRA Mail Handlers without using Service Desk, and in this case the logged user is null. I fixed this problem making the assumption that this was your problem, but not having made my test with Service Desk, I didn't realized that there is another problem.

Now I have reproduced the problem with Service Desk, and in this case although there is a logged user, it doesn't have permissions to browse issues, so JQL query doesn't return any issue.

I have refined the behavior of the plugin to manage this situation, and user current assignee instead. Please, try version 2.1.23_beta_8 and tell me how it works.

[OlivierA]

Hi ! I confirm that version 2.1.23_beta_8 works with the assignee

Thx ! Great support !