New email created tickets are not showing up in default queue

[Alejandro K_ Brown]

Hello!

Our company has been using JIRA to pull from our company email inbox to create new Jira tickets for about a year now. But this morning, new tickets created via email are not showing up in the relevant queues.

But the tickets ARE being created. Looking at the email log, it not only shows a ticket was created in the proj-I mean, Space, it also has a ticket number and a clickable URL link. When that link is clicked, it brings me straight to the newly created Jira ticket.

But this ticket (and all newly created email tickets since) are not showing up in either the default queue or in a new filter queue with 0 filter words. This should automatically show ALL the tickets in the Space - today's newly created tickets are not showing up in either queue.

However, going to the ticket via the URL link (which only I as the Admin can see - our users are not seeing any new tickets in the all tickets queue!), assigning the ticket and unassigning it, the ticket will NOW show in any queue that it should be in, including the queue with 0 filters that shows all tickets in the Space. 

I have already tried disconnecting and reconnecting the email in the email settings area - same results.

Appreciate any constructive thoughts on this odd behavior.
Thank You kindly and be well!

[Alejandro K_ Brown]

Seems like around 45mins ago my time, the issue seems to have resolved itself.
Email tickets are automatically showing up their proper queues after being created by JIRA.

I've been monitoring our Spaces and email log files for the past 45mins and everything seems to be back to normal.

Thank You all for taking time to look and assist.
Take care and be well!

[Carl Washington]

When navigating to Filters > All Work Items, I can see the newly created requests. However, the list is not ordered correctly, even though it’s set to sort by “Latest created.” I have to manually sort by the Reporter column to bring unassigned tickets to the top. Only then do the recently created email requests become visible.

[Carl Washington]

Not sure if this is the same for you

[Alejandro K_ Brown]

Hi Carl!
I get what you're saying, but we were still getting that issue.
Our queues are mainly sorted by "newest on top" 1st, regardless of reporter or assignee.

[Carl Washington]

Hey there, I am also experiencing the same issue with our company and Project Queues. 

[Marc -Devoteam-]

Hi @Alejandro K_ Brown 

Can you show a screenshot of a created ticekt and the filter used by the queue (set the queue filter to advanced please)

[Alejandro K_ Brown]

Hi Marc!

This is the email log showing the email was received and a ticket was created (Space name redacted for security):


This is the filter showing that the only query item is the Space/Project name it is in. The new ticket isn't shown after several minutes of waiting and refreshing:


This is the newly made email ticket.
I did notice that in the red circle, the navigation up/down arrows are not there. The ones that let you go to the previous/next ticket quickly.
After I assign the ticket (which I later tested and found is all that is needed for the ticket to appear normally in queue/filters again), those navigation arrows also reappear on the ticket as well.


Appreciate You taking the time to assist.

[Alejandro K_ Brown]

Interesting...
I also noticed after assigning it and it showing up in the normal queue and filter, the navigation menu also changes.

The navigation menu changes from, 
Spaces / {name of Space} / Ticket issue key

to,
< Back / Ticket issue key / [Navigation Arrows]
which is normal on our tickets.

Maybe this helps?