Emails not getting fetched

[Prem Tewari]

Hi community,

I am using Jira Cloud, and I have 1 incoming email and multiple boards. Like ITSM, Software Requests and ERP technical, ITSM is getting emails from the main email box, and Software and ERP boards are set with individual mail handlers to fetch emails from the same email, but emails are categorised under different Folders/Labels. It was working all fine for years, and now suddenly the emails from folders are not getting synced, while tickets are getting created for the ITSM board, which is fetching emails from the main email.  Can anyone help me where I should look.. Please note the email account from which emails are being fetched is on Google workspace and properly authorised in Jira Cloud.

Regards

Prem 

[Tomislav Tobijas]

Hi @Prem Tewari ,

I believe that even for mail handlers, email should land in the main inbox and not in (sub)folders. Meaning, if you skip the inbox and just move those emails to folders, integration will not work.

I haven't used mail handlers for a while, but that's how it works in JSM (ITSM project/space in your case). Also, I'm not sure if Atlassian changed anything on their end when it comes to mail handlers 🤔

Apart from emails being in the inbox, they must be marked as unread.

Here are the following docs/materials that might be helpful:

• Email process for POP, IMAP, cloud, and other email types 
• Create work items and comments from email 

In the second article, you can find the following:

How Jira handles messages on a mail server

• Jira scans email messages received in your account's inbox. With an IMAP server, you can specify a different folder to scan.

Hope this helps.

Cheers,
Tobi