Connection Problem Message and Rejected Messages in Service Management Cloud

[Sascha König]

Dear Team,

I use service Management for the first time and it worked fine for weeks...but now I received a mail from Jira, that connection is not okay. (Content: Hi, We're unable to create work items in Customer Support from your connected email account: info@co2-cashback.de. The reason for the failure is: Connection failure with your account.)

I had a look in /settings/email and looked at the logs - nothing wrong which I can relate to the mail I received today. 

To check the connection I made a Test - see Screenshot "Test 1" (and it worked):

Why did I receive this mail?


Another thing are rejected mails - I think because of a filter. I did not set any filter. Are there any settings I can make to accept / reject different senders or to delete this filter? See Screenshot "Test2:




Thanks a lot in advance :-) 

Best regards

Sascha

[Rilwan Ahmed]

Hi @Sascha König ,

Welcome to the community !!

Please check if the email sender has the access to create the ticket in your JSM project.

i.e. Go to Jira space (project) settings --> Access--> Check for Channel access 

Some details regarding the email failure notifications are described in https://community.atlassian.com/forums/Jira-Service-Management-articles/Announcement-Get-notified-when-email-requests-fail/ba-p/2999861

Also refer https://support.atlassian.com/jira/kb/incoming-emails-dont-create-jira-work-items-after-outlook-re-authorization/ to check if you are also facing the same issue

[Sascha König]

Hello Rilwan,

thanks for welcome me :-)

I read your answer and also your provided links...but both do not help. One is just a information about the notification and the other handles settings which are already set correctly...

As I wrote: A test this morning worked fine. But I still received this mail. And as I wrote there is a problem with a filter I never set...

And moreover I found a connectivity protocol. (I did not made any changes in Jira and Outlook). Sometimes connection is "successful" sometimes not...

[Rilwan Ahmed]

Hi @Sascha König ,

Try re-adding/re-authorize as descried in https://support.atlassian.com/jira/kb/email-requests-failing-due-to-rate-limiting-and-access-token-retrieval/

Please note: When you successfully reconnect, emails that were previously received and in unread status will not be processed. Please contact support along with a timestamp from when it started to fail so that we can manually get them processed.

There is already a suggestion request for "Email token expiry notifications" with no workaround. 
https://jira.atlassian.com/browse/JRACLOUD-95001 

[Sascha König]

Hi @Rilwan Ahmed ,

I tried to reconnect but failed because its an "address for answering" (in German: Antwortadresse). By this reason I cannot delete the channel to add it again afterwards...

[Rilwan Ahmed]

Hi @Sascha König ,

If your custom mail handler is configured as the Reply-to address, you will need to change this to a different mail handler before the remove option is available.

If still the issue persists, I request you to contact Atlassian Support directly in https://support.atlassian.com/contact/ 

[Sascha König]

Hi @Rilwan Ahmed , how to switch the reply-to- address?

[Rilwan Ahmed]

Go to Space settings --> Select Channels & self service, then Email.

Add a new email to the list.

Once added, Select the new email under "Reply-to address" section. Then you can delete the old and re-add them, 

Please note: I used "Create Atlassian Email" as a workaround here,

[Sascha König]

Got it :-) Thanks a lot! Will see how it works for the next weeks :-)