Making Jira Service Management Read Mails that are Already Read
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
At times, you would observe that Jira Service Management has marked an email as read; however, when you view the Jira instance, you would notice that an issue has not been created.
Solution
Verify the logs to find a possible cause
Checking the
atlassian-jira-incoming-mail.log.If you have enabled debug mode, it shows that the email was processed.
Check the
processing logfound atAdministration ⚙ > Application > Email Request > Log.This also shows that Jira Service Management processed the email.
Confirm that the email is meant to be successfully processed (Emails with large attachments would fail).
There are no clear known causes, one possible cause is a timeout while Jira Service Management was creating the email.
Reading old emails
To fix the issue and have Jira Service Management reprocess the email, do the following:
ℹ️Jira Service Management only reads emails from the inbox folder in your mail server.
Go to your incoming mail server.
Find the email that was marked as read.
Select the email and
mark it as unread(Reopen the email).After a minute, the Jira Service Management email process should run and read the email.
In a scenario where you automatically move any read emails to a different folder, you would need to:
Move the issue back to your inbox folder.
Select the email and
mark it as unread(Reopen the email).Wait for the email process to run and read the email.
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