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.

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.