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About email logs in Jira Service Management

If you’ve set up your Jira Service Management service project to receive requests from an email address, you may want to periodically check to make sure that your connection is active and that email messages are being processed as expected.

There are two types of email logs in Jira Service Management: The processing log, and the connectivity log. Learn how to view the processing and connectivity logs.

Processing log

The email processing log shows every message received from the connected mailbox. The most recently received messages appear at the top, or you can search and filter to find specific messages.

Each column shows information about incoming messages, including:

  • Date – The time and date the message was received.

  • Status – The status of the message (see below for each available status).

  • Key – The identifying number for the request that was created or commented on. Selecting the key will take you to the request.

  • Details – If the message failed or was rejected, why it happened.

  • From – The sender’s email address.

  • Mail subject – Any text that the sender entered in the subject line of the message.

  • By handler – The name of the mail handler that decided how to process the message.

Statuses include:

  • New request – The message was converted into a new request.

  • New comment – The message was converted into a comment on an existing request.

  • Failed – The message couldn’t be processed (the reason for the failure is shown in the Details column).

  • Rejected – The message was rejected by a Jira Service Management mail filter (details of the rejection will show in the Details column).

Common failure reasons include:

  • Signup is not currently available – The person who sent the email message couldn’t sign up to the service project by sending an email request. Learn how to change customer permissions.

  • Sent from Jira – The email appears to be coming from a Jira Cloud project or Jira Service Management service project email channel email address. These emails are automatically rejected to prevent a never-ending loop of emails. You can make sure emails from specific domains are always processed by adding the domain to the allowlist.

  • Auto-reply mail – The email appears to be an automated reply, not a new request or comment on a request. To stop specific auto-replies from being rejected, you can add the relevant domain to the allowlist.

  • Potential mail loop – Multiple emails are coming from the same email address, suggesting an automated reply being triggered at both ends. To adjust the threshold for detecting and rejecting potential mail loops, follow the instructions under Advanced mail loop detection (for Jira Service Management).

  • Request could not be created – A request couldn’t be created. This most commonly occurs if the request type for email has been changed. Learn how to choose a request type for email requests.

  • Sent from an email address or domain on your blocklist – The domain or email address appears on your blocklist. Learn how to manage your blocklist.

If you notice that email messages that are supposed to be creating comments on existing requests are instead creating new requests, it usually means that the person who sent the email message couldn’t be added as a request participant. Learn how to add request participants, or change this behavior in the customer sharing settings.

Connectivity log

Jira Service Management attempts to connect to (and pull new messages from) your custom mailbox every 60 seconds. The connectivity log shows the history of the result of each attempt. The top row shows the current status.

To make unsuccessful connections easier to find, we only show one line for each change in status, regardless of how many times the connection was checked.

To see how long a specific status persisted, check the times and dates under the To and From columns.

Each line shows how long each status lasted for, and any details about unsuccessful connections. The columns show:

  • Status – Whether the connection was successful or unsuccessful.

  • From – When the successful or unsuccessful connection began.

  • To – When the status was last checked before it changed to another status.

  • Details – Details about what happened if the connection was unsuccessful.

Statuses include:

  • SuccessJira Service Management successfully connected to your mailbox.

  • FailedJira Service Management couldn’t connect to your mailbox.

  • Rate limited – There were five failures in a row. To avoid overloading your system, Jira Service Management began increasing the time between each check – up to a maximum of one check every 24 hours – until a successful connection was made.

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


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