How to resolve email "Admin notification: Unable to process email requests in {Project Name}"

[Susanti Octaviani]

This type of email is sent to these recipients every day. I'm not sure about the purpose of this feature in Jira, as I haven't explored it yet. How should this be resolved? The Helpdesk email is currently inactive—should I update it to a different address? If so, what would be the impact of making that change

[Nor_afifah Nordin]

Hi @Susanti Octaviani 

Do you have solution for this?

Look forward for your reply.

Thank you

[Marc -Devoteam-]

Hi @Susanti Octaviani 

Welcome to the community.

It's not really wise to share a screenshot with real mail addresses on a public forum.

Someone, or an API call or automation is trying to create an issue in Jira with the account that is related to the mentioned email address, but the account is not active or has been granted a license.

All people receiving the email are either site, org or Jira admins, this to make them aware that this action is occurring on an inactive account.

[Nor_afifah Nordin]

Hi @Marc -Devoteam- 

How to solve this issue? It keeps coming back. Appreciate if you could guide us on this.

Thanks!

[Marc -Devoteam-]

Hi @Nor_afifah Nordin 

What is the complete content of such an email.

There should be information based on the user what is making this call.

[Nor_afifah Nordin]

Hi @Marc -Devoteam- 

Thanks for replying. Please refer to below content.

Email Subject :

Admin notification: Unable to process email requests in {Project Name}

Email Body : 

Hi, We're unable to create work items in {Project Name} from your connected email account: {email address}. The reason for the failure is:

Connection failure with your account.

For more details, review your connectivity logs.

[Marc -Devoteam-]

Hi @Nor_afifah Nordin 

What is mentioned in the connectivity logs of the JSM project?

See space settings, email and view the logs of the mail connections configured.

[Nor_afifah Nordin]

Hi @Marc -Devoteam- 

There are few connectivity logs that I think result to the email notification. You may refer to below

•  Connection status : RATE_LIMITED  - Details : Retrying in 1440 minutes - Email pulling has failed 29 times consecutively (Reason: Could not retrieve access token for connection [82])
• Connection status : FAILURE  - Details : Could not retrieve access token for connection [82]
• Connection status : FAILURE  - Details : com.microsoft.graph.core.ClientException: Error during http request

Look forward for your reply. Thanks once again :)

[Marc -Devoteam-]

Hi @Nor_afifah Nordin 

check the below articles

Resolve Email Request Failures due to Rate Limit in JSM Cloud | Jira and Jira Service Management | Atlassian Support

Email Requests Failing Due To Rate Limiting And Access Token Retrieval 

Check the connection in Jira Admin:

Go to Jira Service Management → Project Settings → Email Requests (Channels) → Manage your email accounts.

Identify the email account connected with connection ID 82.

Verify if the credentials or OAuth connection need to be refreshed or reauthorized.