Resolve "Rate Limited" Error in JSM Cloud Email Connectivity

Summary

When a custom email stops processing emails, it is likely due to the email connection. Checking the Connectivity Logs shows "Rate Limited" and "Error during HTTP request."

Diagnosis

1. Go to Project Settings > Channels & self service > Email.

2. Click View Log for the affected email.

3. Click Connectivity Log.

Cause

The email processor will try to pull messages from your mail server every minute, so even though it fails, it will likely connect on the next try. When the connection between Jira and the mail server fails many times, Jira no longer tries for a certain amount of time, and this time increases if it fails again. Hence you notice multiple error logs mentioning "Retrying in xxx minutes." 

This usually happens because the custom email uses Basic Authentication, and the connection will fail when the password is reset or expired. 

Solution

1. Get a screenshot of the connectivity logs. This will be handy if you want to track when the email starts failing.

2. Click on the three dots on the upper right side and select "Disable all email requests" or you can choose the custom mail handler and Remove it.

3. A pop-up will show up, click on Turn Off.

4. Then, Turn on email support and Add External mail.

5. Select the "Microsoft" or "Google" option to reconnect it using OAuth. For more information about this, refer to Switch your Microsoft and Google email accounts to OAuth documentation.

6. Once reconnecting, monitor the email connectivity and processing logs.

OR

1. Go to Settings > Products > Email request.

2. Select the mailbox from the Email requests. 

3. Click on the three dots > Delete.

4. Reconnect from your project email request using the Add External email.