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Check your email channel connection or processing logs

If your email channel isn’t working as expected, check the connection between Jira Service Management and your email account. If your customers are sending email and it’s still not being received, you can also investigate the problem in your email processing log. You might also review how emails are processed to see why a certain type of email isn't appearing in your service project.

Check your custom email connection

  1. Go to Settings () > Products.

  2. Under Jira Service Management, select Email requests.

  3. Select Test.

Any error messages will show you why the email channel doesn't work for your service project.

The Test function is only available for custom email channels, not Atlassian default email channels.

Check your email processing logs

  1. From your service project, select Project settings ()> Email requests.

  2. Under Default email account, select View logs.

Email which has been received by the default email account will appear in the log, along with details if it's been rejected.

Are you on the right help page?

If the image in the lower-left of your service project sidebar states you're in a next-gen project, check out these next-gen project articles instead.

Learn more about the difference between classic and next-gen projects.

Last modified on Dec 2, 2020
Cached at 6:24 AM on Mar 1, 2021 |

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