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Email log success or failures, want to see log entry and reprocess failures emails.

Geoff Baber

Just starting out with Jira Service Desk.

Problem:

1. Don't want to change configuration so that any email address that has not been created by Service Desk creates a new user account {spaming reasons]

2. With Success or Failuers in the email log, I cannot drill into the log entry to see what was received as an issue/incident, either success or failure, and then cannot reprocess Failure emails sent through.

How do I overcome this problem. I am sure this has been dealt wit many times over.

Regards,

Geoff Baber

CMS Transport

Accepted answers

Olga Videc

Hello @Geoff Baber

If I got this right you want to access mail logs

https://confluence.atlassian.com/jirakb/diagnose-incoming-mail-issues-in-jira-server-229180314.html

Advanced Assessment

Enable debug logging in the JIRA application.
1. Go to Logging and profiling Click Enable for either incoming or outgoing mail logging and also Enable Debugging, depending on if you are troubleshooting incoming or outgoing mail.
2. 1. Alternate method: If these options are unavailable add DEBUG level for log packages com.atlassian.mail (for outgoing) and/or com.atlassian.mail.incoming (for incoming)

You can limit who can send a request to Jira Service Desk

Project -> settings -> customer permissions

All comments

Olga Videc

Hello @Geoff Baber

If I got this right you want to access mail logs

https://confluence.atlassian.com/jirakb/diagnose-incoming-mail-issues-in-jira-server-229180314.html

Advanced Assessment

Enable debug logging in the JIRA application.
1. Go to Logging and profiling Click Enable for either incoming or outgoing mail logging and also Enable Debugging, depending on if you are troubleshooting incoming or outgoing mail.
2. 1. Alternate method: If these options are unavailable add DEBUG level for log packages com.atlassian.mail (for outgoing) and/or com.atlassian.mail.incoming (for incoming)

You can limit who can send a request to Jira Service Desk

Project -> settings -> customer permissions

Geoff Baber

Hi Olga, we are in the cloud. So I dont have access to jira home directory or am able to use logs4j. Where in the cloud can I set up inbound and outbound logs for emails.

Geoff Baber

I have setup the following, will this work?

Debugg

Cloud Email Handler

Default Cloud Mail Server

Dmail.debug: "true"

Forward Email: jira@cmstransport.atlassian.net

Olga Videc

Hello @Geoff Baber

I don't have Cloud version so I'm not sure, you can try

But before could you try this go to Settings -> Applications -> Jira Service Desk -> Email Requests there you will see all the service desks and email associated with them.

Also, there will be a log for each one of them.

I can't find the separate documentation for the cloud.

I'll try to find more info, in meantime try this.

BR, Olga

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