Email requests and Jira Service Management notifications not received

Summary

Learn how to resolve issues with customer email requests not being delivered to your JSM project and how to restore notifications.

Solution

1. Check the email connection.

2. Verify that the customer has permission to email your Service Management project.

3. Verify that the default request type for the email channel has visible Summary and Description fields.

4. Verify if another Jira instance email channel/mail handler is intercepting mail items intended for the target instance.

   • With debug logging enabled for incoming mail, you should find a "found x messages for processing" each time the mail puller is run.

   • If you do not see a matching quantity of mail items pulled for processing as what was sent to the mailbox, there may be something else pulling the email before the target instance is able to.

5. Verify that the Email puller is on in Global mail settings.

   • If the associated email inbox is in Office 365, it might be because an attachment on the request is larger than 2MB.

     • This is a known issue with Office 365 - to resolve it, try resizing the attachment.

   • If the associated email is AOL, the AOL mail server might reject the mail.

     • This is because the Atlassian Cloud mail server is not a fully-qualified domain name (FQDN).

     • We recommend that you don't use AOL email addresses with your Service Management project.

6. Verify if the email already been read before the email processor tried to process the email.

7. If yes, set the email back to "Unread" mode and monitor the processing log for the email to process successfully.