Jira Service Management stops creating tickets from incoming email
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Problem
Service Management has stopped to pull its email from the configured Mail Channel, then, no tickets are getting created by email.
This issue is occurring because the values from com.atlassian.jira.internal.mail.services.MailCleanerJobRunner, com.atlassian.jira.internal.mail.services.MailProcessorJobRunner or com.atlassian.jira.internal.mail.services.MailPullerJobRunner (Jira Administration > System > Scheduler Details) are not updated as they should be (It's showing the next_run to a past value)
Diagnosis
You can double check in your Scheduler Details configuration (Jira Administration > System > Scheduler Details) to see if com.atlassian.jira.internal.mail.services.MailCleanerJobRunner, com.atlassian.jira.internal.mail.services.MailProcessorJobRunn orcom.atlassian.jira.internal.mail.services.MailPullerJobRunne are set with old values for the next_run.
As these values have to be updated and the next_run should be a value in a brief future, your emails won't be processed by Service Management if you're being affected by this issue. The following documentation has additional details about Service Management Scheduled Jobs:
Troubleshoot incoming mail in Jira Service ManagementTroubleshoot incoming mail in Jira Service Management
Cause
This issue occurs when Service Management faces any communication problem with its database.
Solution
Resolution
As you'll have to modify these values directly in the database, a simple restart will force Jira to update these values. Please allow for a couple of minutes for the scheduler to be triggered before confirming that emails are successfully processed.
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