Forwarding Email to Service Desk Doesn't Always Create Issue

Question

Hi -

We're using Service Desk on several projects and when setting up the most recent one, we forwarded several emails already in the connected inbox so we could process them out of Gmail. Some were created successfully in Jira, and some were not. Once we move past this standup phase, this is still functionality we'll want as we spin up new projects and to make sure we aren;t

Connectivity log, processing log all look good - except these emails never even show up in the processing log not as failures or successes. Mail queue is empty. The only thing that looks off is in the screenshot below, but no matter what I change it to, I still get errors across the board.

Does anyone have a suggestion on how to address getting our mail queue to function?

Amanda Norris · Answer

Hi,

Apparently this was an issue in Service Desk 4.0 that can be resolved in 4.0.1, but the forwarding issue will still remain.

Amanda

Marty_yvf6sb · Answer

Hi Amanda,

I'm not on the Jira Service Desk team but I will try to help.

Do you have access to the log files?  I'm expecting there is some error in the logs when you attempt to update the settings page in the screenshot above.