Troubleshoot Email Processing Issues in Jira Service Management Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
When a user sends an email to the default mail handler for the Jira instance, it is not processed into a new request or a comment on an existing request.
Diagnosis
Please check if the email was sent or replied to the email address jira@instance-name.atlassian.net.
Cause
This occurs when replying to a notification or sending a new request. Unless the user is licensed for Jira Service Management and also is an agent of that project, they should not send emails to the default mail handler, as the email will not be processed and will not be logged.
Also, if the JSM email channel is disabled and a customer replies to a notification, the reply will be sent to jira@instance-name.atlassian.net, and the email will not be added as a comment.
Solution
Let the user know to email the mail handler(s) for the project instead. To find the email handlers for a Jira Service Management project.
Go to the Project settings > Channels & Self Service > Email.
Copy the email address(es) listed there.
Take note of the default which will end in @instance-name.atlassian.net
If the issue is due to the user replying to a notification and the email channel is enabled, it may be that their email client ignores the Reply-to header and instead replies to the email in the From header. In order to address this, you can update the notification scheme for that project. The set of steps to do so will depend upon whether you are using a team-managed project or a company-managed project.
Choose Settings > Projects.
Find the project you want to change the sender address for and select > Project settings.
Select Notifications > Internal notifications.
Not to be confused with Customer notifications.
Select the pencil icon to the right of the Email address.
On the Notification email page, select Edit next to the email card.
From the Email drop-down, set the email address to the default mail handler for that project (which will end in @instance-name.atlassian.net)
Click Save.
When you set the sender address for a project, all notifications are sent from this address. This setting is specific to the project and won't affect the configuration of other projects.
After doing the above, notifications sent out from the project will contain the default mail handler for that project. When users reply to those notifications, if their email client ignores the Reply-to header, the emails will still be routed to the project since the From header is set to the project's default mail handler.
If the email channel is disabled, you can enable it by following the steps below:
Go to Project Settings > Channels & self service > Email.
Click on Turn on email support.
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