Receive email notifications for failed email requests
If you’ve set up your Jira Service Management project to receive requests from an email address, it may sometimes happen that your email requests are not processed as expected. It happens due to reasons such as misconfiguration, authentication, or network issues.
We notify project admins by email to ensure timely communication of failed email requests or connection issues with their connected email accounts.
This feature is only available for company-managed projects.
You'll receive notifications for every failed email request when the request type associated with your email address meets any of the following conditions:
It has required fields other than just the summary and description.
It includes fields with some form of validation.
The Description field is hidden.
It has some form of restrictions or doesn't exist at all.
Project admins also receive notifications when a connection can’t be established successfully with an existing email account due to rate limiting or authentication issues.
Currently, admins do not receive notifications when a request fails to be created due to following reasons:
Incoming emails rejected due to any kind of filters
Email size is greater than 25 MB
Empty email body when Description is required
Limit reached for attachments for a given work item
Mail loop detected
Emails rejected due to permission or access settings configured by project admins
By default, notifications are sent to all listed admins of a project. You also have the option to send these notifications to a specific email address instead of all the admins.
Choose who receives notifications for failed email requests
To update the notifications for existing connected accounts:
From your service project, go to Project settings, select Channels and self service, and then select Email.
Select Edit against the required email address.
Select whether you would like to send notifications to all project admins, a specific email address, or no one when email requests fail.
[保存] を選択します。
To set up the notifications for a new email account:
From your service project, go to Project settings, select Channels and self service, and then select From your service project, go to Project settings, select Channels and self service, and then select Email.
Select Add Atlassian email or Add external email.
Select whether you would like to send notifications to all project admins, a specific email address, or no one when email requests fail.
Select Create or Add.
How to receive requests from email channel?
Inform customers when requests fail
To ensure that customers are aware of the status of their requests, they receive notifications when:
self-signup is disabled
customers don't have access to a project
customer’s email address doesn't belong to domains allowed in Customer access
To notify customers when their request fails:
From your service project, go to Project settings, select Channels and self service, and then select Email.
Select Edit for existing connected email accounts. To add a new one, select Add Atlassian email or Add external email.
To enable notifications, turn on the Notify customers toggle.
Save your updates.
Read how to change customer permissions
To receive email notifications, ensure Outgoing mail is enabled for your site.
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