Not all Emails are Creating Tickets

[kpuralasetty]

The team using the Client Issue issue types has an email address of SpatialServices.ISS@CoreLogic.com. That email has been set up to fwd to INSRSupport.JIRA.INTAKE@CoreLogic.com which should initiate the workflow create new Client Issues in JIRA. Most of the time it works, and other times no ticket is created. This can be for emails internal and external. One example is we received an email to the Spatial Services email from NPetrozzo@prosightspecialty.com

at 7:36 am CST. However, a new issue was not created in JIRA. Could someone review to see why some emails are not initiating the proper workflow?

[Andy Heinzer]

Hi,

Thanks for the details regarding your setup here.  I understand that you have concerns about some emails in Jira server that are not always being processed as expected.  Given the nature of your setup, with one email address forwarding to another, and that 2nd address is the one setup for the mail handler, I suspect that your Jira mail handler is configure to use a Catch email address.  

You can read more about this in Creating issues and comments from email.  From the Catch Email Address section:

Upon specifying an address here, all email messages whose To:, Cc:, Bcc: lines contain addresses other than the Catch Email Address are ignored.

So it could very well be that Jira is ignoring these because they are not addressed to the specified catch email address.  If that is the case here, then simply removing the value in 'Catch Email address' could then allow all messages that reach that mailbox to be processed by this same mail handler.

However if that does not explain the problem here, I would be interested to see if you can go into the $JIRAHOME/log/atlassian-jira-incoming-mail.log file from that time.  This log tends to give us more information about what message are processed as well as rejected and should be able to give you some more information here.  I would be interested to learn more about what that log has to say about this message.

Cheers,

Andy