Emails marked as read but no comment created

[J_B IT]

We are trialing JSM and struggling with consistent email handling. Ironically, this was a primary driver for selecting JSM, and ongoing unreliability of email processing is the factor keeping us from moving to a paid plan.

In short, JSM is marking emails as read, but does not process them. Marking the email as unread manually in a mail client causes JSM to process the email as expected.

More detail, and things we tried already:

• We set up CNAME records and configured our servicedesk@domain.com email to work around the issue where MS365 ignores the reply-to and tries to reply to the jira email account. This account is the sending and reply-to.
• There is nothing in the mail processing log (no record of processing at all)
• Neither the customer nor the notification account receives any error regarding email processing.
• We have not exceeded our 100 daily messages.
• Nobody is monitoring the mailbox and accidentally marking emails as read.
• We do have frequent issues with having to re-verify the email account and are frustrated by inadequate notification that it needs re-verification, but that is not currently broken.
• This seems to happen more often when the user replies to the ticket creation email or a ticket comment email. I have not observed it to occur for new ticket creation since the first bullet above.

[John Funk]

Hi JB,

Why are you not just using the internal email that comes with JSM? 

[J_B IT]

Because that email's ugly, and we don't want our highly non-technical users to have to remember the address. Some of our employees access email in ways that are not compatible with address book solutions.

We experimented with and experienced difficulty getting fwd/alias/redirect to work reliably for the full create/reply/update/close/reopen/close workflow. When we encountered the reply-to bug with MS 365 we went all-in on using the "real" email address.

[John Funk]

Have you explored the External email address here:

https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/

[J_B IT]

Yes, we have configured the external emails per those and related instructions. The email processing logs I mention are those referenced on that page.

Note that both ticket creation and update are working at least intermittently. When they do not work, JSM marks emails as read but does not process them. Marking the email as unread (and changing nothing in JSM) will consistently (So far 100% of the time) cause Jira to process it successfully.