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 may happen 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 has:
required fields other than summary and description
fields with some form of validation
hidden Description field
some form of restrictions or doesn't exist
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.
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.
Specify who receives notifications for failed email requests
To update the email address 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.
Enter the email address of your choice in Error notifications email address.
Select Save.
To add the email address while adding a new email account:
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.
Enter the email address of your choice in Error notifications email address.
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
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