Create Jira issue via email

[Savas Demir]

Hi

I have two service desks, and both of them are using different email accounts. 

1 of them works fine creates issue while customer sends email to. But the other one does not. Both are using same host/domain.

The one is not working, the mail reaches the mailbox, and after sometime disappears which is the expected behavior. But after that nothing happens. Tried to crosscheck both but can't get it working..

Any help appreciated.

Thanks

[Savas Demir · Accepted solution]

No problems found with email settings configuration.Successfully connected to the specified email server. this is what i get when i test it from 

Check your email connection
To troubleshoot email channel issues, the first thing to do is to check the connection between Jira Service Desk 
and your email account. You will see error messages that show you why the email channel doesn't work for your service desk.

To check your connection

Choose  > Jira settings > Products.

Under Jira Service Desk, select Email requests.

Select Test. 

[Earl McCutcheon]

Hi Savas,

Thanks for the additional details and next what is the "Status" noted as for the affected email channel at at Jira Settings >> Products >> Email Requests?  Is it showing a red "No email received ever" or is it showing "last received" with a date and time?

If it is showing a last received data can you check the "Processing log" from the same page by then selecting the "View Log" option for the affected service desk channel, and select the second tab "Processing log" and check if there are any failures or errors noted.

Regards,
Earl

[Savas Demir]

Hi @Earl McCutcheon 

Next to Status is saying that: Last received yesterday 3:23 am but I can't find those tickets i created yesterday or today... 

There is no failures or errors noted.

29/May/19 9:42 AM

it-x@sample.com

SUCCESS

27/May/19 3:55 AM

is there a way to check if those tickets are queued somewhere or blocked to send via jira.

Like I said, the request mails are arriving to mailbox then disappears which is the expected behaviour but after that nothing happens. I do not receive any ticket info neither service desk generates tickets.

Where else could i check?

[Savas Demir]

I've figured it out. One of the field was set to Required and it was empty... made it optional, fixed my problem :)

Thanks for help.

[Earl McCutcheon]

Hi Savas,

Awesome to hear, and thanks for the confirmation on what the hangup was.

Regards,
Earl

[Earl McCutcheon]

Hi Savas,

When you noted "Both are using same host/domain" do you mean both service desk projects are using the same email address?  If this is the case the email address would be in conflict between the two projects and you would want to set up one address per mail handler.

If this is not the case check out the following Troubleshooting Guide that details the failure points that can occure and steps to remedy:

• Troubleshooting issues with the email channel

Regards,
Earl

[Savas Demir]

Hi @Earl McCutcheon  thanks for getting back.

I should have been more clearer about host/domain. No they both using different email address. 

it-x@sample.com

is-x@sample.com

basically email arrives to the one not working mailbox. Then disappears, after that nothing happens. I checked the link and confirm that all is fine as it's written there. I am using o365 account.

Thanks