Email does not arrive at project email in Jira Service Management Cloud.

Summary

Email does not arrive at the service project email handler.

Diagnosis

1. Whenever the email is sent to create a ticket in JSM, the email does not arrive at the email, and the request is not created.

2. We don't see any logs in the email audit logs.

3. The email sender received the bounce email from "bounce@atlassian.net"

Cause

The prefix of the email account setup in the project is invalid.

Each project email ID is associated with the project in JSM, and each email ID is associated with an inbox internally. When a customer changes the prefix of an email, it is reflected in the database table.

When we change the email prefix, adding a blank space before the name saves the same entry in the database table. Example:

• "test@sample.atlassian.net". This is a valid email address.

• " test@sample.atlassian.net" is not a valid email id, but the same entry gets added to the database table.

When a user or customer sends an email to "test@sample.atlassian.net," Jira can't find the associated mailbox as the entry in the system is for the email address with a blank space, i.e., " test@sample.atlassian.net." Hence, the system bounces the email back to the sender.

Solution

Ensure the unnecessary blank space from the incoming email setting.

Refer to below useful incoming email-related articles:

• How does Jira Service Management process email requests?

• View the email processing and connectivity logs

Contact Atlassian support if you have any questions.