How can I fix e-mail requests not being pulled into Jira despite "no problems found"?

[Kyle Bayfield]

For over a year, we've been using Jira Service for tickets, which are created through the website or via e-mail.

Until two days ago, everything worked fine and e-mails with responses and new requests alike were received and processed by Jira, updating tickets, creating tickets, and notifying agents by e-mail.

I noticed the support e-mail inbox showed 5 new e-mails, which was odd. I looked at Jira for the corresponding ticket creation/update and didn't see them. I also didn't receive any e-mails from Jira telling me about a new ticket or an update to a ticket.

It appears that Jira is no longer checking the e-mail inbox to pull these e-mails, process them, and mark them as read.

Under Settings > Products > Email requests, the status of the mailbox shows "Last received wednesday 4:07 pm". Today is Friday and there are five e-mails to be processed since the e-mail on Wednesday.

When selecting the submenu and testing the connection, it reads, "No problems found with email settings configuration.".

Viewing the logs shows the e-mail from Wednesday opened a new ticket as it should have and shows it was picked up by the 'Jira Service Management Mail Handler'.

Under Settings > System > Global Mail Settings, the Email puller and Email processor are both enabled. I did apply the universal fix by disabling them and re-enabling them, which did not resolve the issue.

[Kyle Bayfield · Accepted solution]

I found the solution with the assistance of Daniel Ebers in the thread found here:
https://community.atlassian.com/t5/Jira-Service-Management/E-mail-tickets-aren-t-always-created/qaq-p/1622335

"In your Service project you can click on "view logs" to see what the mail entry behaves like.
https://YourGreatSiteName.atlassian.net/jira/servicedesk/projects/YourProjectName/settings/email
It is split in "Connection log" and "Processing log"."

When I went to that page within the project settings and not in system or products, I was able to see "To prevent service disruption, learn how to reconnect your account using OAuth." and "This service project has configuration problems and may not work as expected.".

Clicking view error details showed, "Some problems need your attention. Looks like we're unable to connect to <user>@<domain>.com

We're currently unable to get requests from <user>@<domain>.com so we've temporarily disabled this channel.
Please reconfigure the custom email address in email settings and try again.

Retrying in 1280 minutes - Email pulling has failed 12 times consecutively (Reason: AUTHENTICATE failed.) "

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It's frustrating that the KB articles from Jira told me to check the product settings, which say everything is okay, but the project settings are where the error exists. Also, I received no e-mail notification saying something was wrong with the project's mail server.