Email requests and Jira Service Management notifications not received
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn how to resolve issues with customer email requests not being delivered to your JSM project and how to restore notifications.
Solution
Outcome | Next Action |
|---|---|
Email connection failing | Follow the Resolve Email Channel Problems in Jira Service Management Cloud |
Customer emails are not creating tickets | Verify the sender has permission to email the project |
Ticket created but missing Summary/Description | Check default request type has both fields set to visible |
Fewer emails pulled than sent (debug log mismatch) | Identify and disable the competing mail handler/instance |
Email puller is off | Enable it in Global mail settings |
Email puller on, Office 365, ticket not created | Resize attachment to under 2MB |
AOL sender, emails rejected | Ask the requester to use a non-AOL email address |
Email exists in the mailbox but has not been processed | Mark the email as Unread and monitor the processing log |
Verify that the customer has permission to email your Service Management project.
Verify that the default request type for the email channel has the Summary and Description fields visible.
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 see a "found x messages for processing" message each time the mail puller runs.
If you don't see a matching quantity of mail items pulled for processing to what was sent to the mailbox, there may be something else pulling the email before the target instance can.
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 in the request is larger than 2 MB.
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.
Verify if the email has already been read before the email processor tries to process the email.
If yes, set the email back to "Unread" mode and monitor the processing log for the email to process successfully.
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