Issue with Customer Emails Not Being Converted into Jira Tickets

[Henry Nguyen]

We have occasionally encountered an issue where customers send emails to our Support mailbox in Outlook, but those emails are not being converted into tickets in Jira.

When we checked the Support mailbox on Outlook, we noticed that the affected emails contain the following warning message:

"Some content in this message has been blocked because the sender isn't in your Safe senders list."

The customer emails are still delivered to the Inbox and are not moved to Spam/Junk folders. In addition, the emails do not contain any unusual images, logos, or suspicious content.

This issue has occurred intermittently with emails from different customers.

Could you please help investigate the root cause of why these emails are not being converted into Jira tickets and advise on the appropriate solution to prevent this issue from happening again?

Thank you.

[Darcy Leo]

This looks like an Outlook/Exchange filtering or trust-policy issue that could be interfering with the Jira email ingestion. The “blocked content / not in Safe senders list” warning might be causing the connector to ignore or fail processing certain messages. It would be useful to check the mail flow rules, connector settings, and whether Jira’s integration service is treating those emails as partially blocked. Hope you’re able to identify the root cause soon.

[Arkadiusz Wroblewski]

@Darcy Leo 

Thats not True. That warning means Outlook blocked some message content from being displayed. Nothing more.

[Arkadiusz Wroblewski]

Hello @Henry Nguyen 

Just for clarification,it's about Jira or JSM ?

Best,

Arkadiusz 🤠 

[Henry Nguyen]

Hi @Arkadiusz Wroblewski It's about JSM.

[Arkadiusz Wroblewski]

Check the project's email channel processing log for an affected email. The important question is:

Does the email appear in Jira/JSM email logs? If yes, what status/error does it show? If no, is Jira reading the correct mailbox?

[Henry Nguyen]

Email still appeared in JSM email log, However, the system only recorded the latest comment posted at 1:55 PM on 18 June. The customer then added another comment at 4:45 PM on the same day, but this comment was not synced back to the JSM ticket.

[Arkadiusz Wroblewski]

That changing that a little,

That means Jira never actually saw it. This points to an email routing or Outlook issue.

Double-check if the reply went to the exact same address, if the ticket key remained in the subject line, or if an Outlook rule accidentally moved it. If the email definitely arrived in the mailbox but Jira is completely blind to it, you'll want to reach out to Atlassian Support to investigate that.

Also here some Information about processing E-Mails https://support.atlassian.com/jira/kb/emails-are-not-processed-into-comments-or-new-requests-in-a-jira-service-management-project/ 

View the email processing and connectivity logs | Jira Service Management Cloud | Atlassian Support

Best,

Arkadiusz🤠