Is there a way to trigger an email to the Service Desk Agents if incoming mail has failed?

[David Bauserman]

Email shows failure in email log, but no notification is given to the agents so they don't know that they are no longer receiving any emails therefore no issues are being created.

[E.L. Fridge · Accepted solution]

Hi David, I'm not aware of any way to do this with stock service desk itself.  There may be a way to use external software to monitor the log for these actions and then alert someone.  For example, your server admin might be able to consume the logs with logstash and then set up an alert with watcher to let you know when it sees this sort of error occur.  Here's a link to the elastic website where you can read more about setting up one of these servers:

https://www.elastic.co/guide/en/logstash/current/introduction.html

Our service desk team usually glances at the email account that service desk is checking several times per day to make sure something isn't getting stuck in the inbox.  Since our users are required to have an internal account set up with us in order to use the service desk, if someone emails from an external email JSD won't process these messages.  If the system stops getting emails then they will start to stack up in the inbox and not be marked as read by Jira.  Either way, if we look at the box every so often we can catch these problems pretty quickly.  I must say, though, that JSD has been very reliable thus far.