Incoming mail not processed by Jira, random.

[Matheus Bittencourt]

Hello,
we’re investigating an issue where an incoming email was never processed or logged by Jira Service Management.

The sender’s domain passed SPF authentication and the message was successfully delivered through Microsoft 365.

However, no ticket was created and there is no entry in the incoming mail logs.

All other messages sent to the same address on the same day were received and processed correctly.

Could this be related to any temporary issue in the Jira mail handler?

Thanks,

Matheus

[Anthony Morais · Accepted solution]

Hi @Matheus Bittencourt 

This doc can help you find the problem.

Hope it helps!

[Matheus Bittencourt]

Hi @Anthony Morais ,

I've already read this documentation.

But I need an immediate response on this topic because my Jira Management receives a lot of emails and I can't check every single one.

This topic from 2022 helped me.

Could you tell me if this action is still used by Jira Management? "If you open your inbox and read an email, it won't be extracted from JSM."

https://community.atlassian.com/forums/Jira-Service-Management/Jira-somtimes-does-not-create-tickets-from-email-received/qaq-p/2131734

Thanks,
Matheus

[Marc -Devoteam-]

Hi @Matheus Bittencourt 

This is correct, read email in the mailbox used for JSM will not be processed. Email need to be unread to be processed.

If JSM processes them they are marked as read.

[Matheus Bittencourt]

Hi @Marc -Devoteam-  and @Anthony Morais 

Thank you so much, i finally resolve the issue.

BR