No tickets are being raised even after Incoming mail handler is up in place

Question

I have configured the incoming mail handler for one of our Service Desk projects but no tickets are being raised. We have external clients replying on the mail Id as well but no tickets are being created

-Mail server

-Handler

Also, earlier I had configured The Email request under Service Desk but that too didn't work.

Andy Heinzer · Answer

Are you using IMAP to connect this inbox to Service Desk?  If so, then you should be aware there are some limitations in regards to what messages will be processed:

Emails using IMAP

Jira Service Desk looks for messages in your inbox that have:

* the Deleted and Seen flags set to false
* were received after your email account and service desk project were linked.

If you use IMAP, emails are marked as read (not deleted) after they are processed by Jira Service Desk. If you want existing messages to be pulled in by Jira Service Desk, you can move them back to your inbox and mark them as unread after the connection has been established.

If there are new messages added to this inbox, after it was linked to Service Desk and these are still not being processed, then I would recommend trying to walk through the KB Troubleshooting JIRA Service Desk Incoming Mail

Could you also let us know more about your environment?  Such as:

* What version of Jira?
* What version of Service Desk?
* Who is the mail service provider here? (gmail, outlook, outlook 365, other)

Mansi_Gohil · Answer

Hi Andy,

I have deleted the Core Jira mail handler for the Service Desk Project and have created one handler through the Service desk but still no tickets are being raised. Also according to the test mail the mails should not stand in the inbox for more thna 5 mins but in this case the I can still see the mail in my Inbox and no ticket is raised again.

Andy Heinzer · Answer

Hi Mansi,

It appears that you are trying to use a Jira Core mail handler in order to create issues inside a Service Desk project of Jira.

This is a common misconfiguration.  While Jira Core allows you to add a mail handler to any project type, Service Desk projects typically can't use these in the way needed. This is because in order for Jira to be able to process these incoming messages, it has to make sure that the sender is a licensed Jira user.  In the case of Jira Service Desk customers, these users are unlicensed.  Which is why you can have an unlimited number of customers with Service Desk, but these users only have access to the customer portal (not the main Jira site).   As such Service Desk has its own mail handlers that can create issues for customers that need to be used for these kinds of projects.

I would recommend removing this Jira core mail handler first.  Then go back to the project settings of this service desk project and follow the steps in Jira Service Desk Server Documentation: Receiving requests by email.

I understand that you stated you previously had this setup but that it wasn't working either.  However this mail handler is the correct means to get email requests into Service Desk, and I would try to set this back up first.  We can then troubleshoot this further if it is continuing to not work correctly here.  We would want to make sure that no other mail handlers, in this Jira site or any other Jira site, are also using that exact same mailbox for checking messages.

Regards,

Andy