Outlook is auto creating Jira issues randomly

[Varsha Joshi]

Hi Champions,

Just recently outlook is automatically creating Jira issues of a specific work type by pulling random emails sending them to a specific project. I could delete a mail handler related to that. I do not see anything in audit logs. Is there something I can explore? I want to understand how and what changed is causing this - please advise if you ran into something similar.

Thanks

[Maya Lindholm]

Hi Varsha,

I would also start with the mail handler, but I would check the whole path from mailbox to Jira, because the change is sometimes outside Jira itself.

Things I would look at:

1. Incoming mail handlers in Jira admin: mailbox/folder scanned, catch email address, default reporter, and target project/work type.

2. Rules in the Outlook mailbox: forwarding, moving messages into the scanned folder, or redirecting messages from aliases/shared mailboxes.

3. Whether the project has any automation rule that runs immediately after an issue is created and changes the work type or fields.

4. Issue history on one of the random issues: the creator/source often gives a clue, especially if it says it was created by mail or by an app/user account.

5. Connected apps/add-ins: check whether any Outlook/Jira add-in, Microsoft connector, or integration user was recently authorized.

For narrowing it down, I would temporarily point the handler at an empty test folder or disable it for a short window, then see whether the random issues stop. If they stop, the root cause is upstream in the mailbox/folder/rules. If they continue, I would check automation and integrations next.

[Arkadiusz Wroblewski]

Hello @Varsha Joshi 

Well if that's related to specific project then it's definitely Mail handler 

Check your incoming mail configurations to see which folder is being scanned and ensure a broad "Catch Email Address" isn't pulling from unexpected aliases. Also, review Exchange for any routing rules forwarding unrelated mail to that mailbox, and inspect a created ticket's description to identify the original sender.

If deleting the handler stopped the influx, it was definitely the source; otherwise, audit external API integrations, Power Automate flows, or marketplace apps.

It's always hard to say because I don't know if you don't have anything else running in the background.

First find then playing a "Doctor" on it.

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/ 

Best 

Arek 🤠