Why are some e-mail requests not being logged?

[adam.cooper]

We are having intermittent issues with email requests not being picked up, it will randomly not pick up requests emailed in to our Outlook inbox.

I've checked the customers section of Jira and those who have emailed in are customers with previously logged tickets.

Any advice?

[Jack Brickey · Accepted solution]

Hi @adam_cooper , welcome to the Community.

have you looked at the email request logs as yet? Project settings > email requests - view logs

[adam.cooper]

I've checked the logs and when emails fail to log there's no sort of error message to say its failed etc, 

However the log is populating when tickets are actually logged. 

[Jack Brickey]

Are you using a custom email Or Atlassian provided? If it is a custom email, can you log into the inbox and check for the arrival of these failed emails? If they are there in the unread state that it would be interesting to understand what is unique about them. If it is ann Atlassian provided email then please reach out to Atlassian support directly so they can inspect. Ideally, he would be able to reproduce this scenario.

[adam.cooper]

Hi Jack, thanks for your help, your comment has actually give us a workaround of sorts.

We have a Outlook shared Support mailbox where our requests come into which is currently setup within the Jira email requests settings.

I have now found out that when we change the email status from read to unread within the shared mailbox itself it generates a ticket within Jira....! 

[Jack Brickey]

ah yes... shared mailboxes do not work for Jira incoming mail handler and your experience is a good example of why. It would be best to move away from a shared mailbox for your JSM project.

[adam.cooper]

We've previously worked on Dynamics with the shared mailbox and have only recently moved over to Jira with scope to slowly phase out the shared mailbox.