IMAP email handler test fails.

[Ben Bryson]

We have been using Jira Service Desk for over 2 years.  3 days ago the system stop processing messages from the IMAP handler stating invalid license.  Service has been restarted with no affect.  Tried to reapply the license but also no affect.  No known changes have been made to the system. 

[Ben Bryson · Accepted solution]

Hi Andy,

Thanks for your reply.  We ended up discovering that because of an SPF problem emails went into the spam folder of the account the email handlers look to.  When we moved them from Junk to the inbox, the mail rules that move messages to the specific folders for processing by the handlers didn't run.  This caused service desk to process the message from the inbox which created new users.  These new users don't have licenses.  When the SPF problem was resolved new emails went into the correct sub folders to be seen by the email handlers.  In my research I discovered that the user assign to new tickets by the handlers will first match to a user by the from address.  Because the new users had been created and were still present in the user list the email handler wouldn't use the default reporter as it had done previously.  After removing the newly created users, the email handlers worked as expected and ware able to create the tickets using the default reporter.

[Andy Heinzer]

Hi Ben,

Welcome to our Community.

I understand that you are using Jira Service Desk Server, however recently you have found that the email handler has stopped processing messages and appears to be generating a license error.

Could you please share with us the exact error you are seeing in the logs here?  I have a suspicion that the error message could actually be from a Jira Core/Software mail handler that might be trying to process inbound email from unlicensed Jira users (Service Desk Customers).  If that happens, that kind of mail handler is not expected to handle these messages.  Instead those ones can only handle inbound email from licensed Jira users.

But before we jump to that conclusion, I'd be interested to see the exact error message you see in the logs of Jira when this happens. 

Thanks

Andy

[Ben Bryson]

Hi Andy,

Thanks for your reply.  We ended up discovering that because of an SPF problem emails went into the spam folder of the account the email handlers look to.  When we moved them from Junk to the inbox, the mail rules that move messages to the specific folders for processing by the handlers didn't run.  This caused service desk to process the message from the inbox which created new users.  These new users don't have licenses.  When the SPF problem was resolved new emails went into the correct sub folders to be seen by the email handlers.  In my research I discovered that the user assign to new tickets by the handlers will first match to a user by the from address.  Because the new users had been created and were still present in the user list the email handler wouldn't use the default reporter as it had done previously.  After removing the newly created users, the email handlers worked as expected and ware able to create the tickets using the default reporter.