How to recover email when email handler rejects incoming email?

Tuvia Alon

When I check the email handler log, I see that a specific email from a customer has a `Failed` status.  This email obviously does not create a ticket.  However, once I resolve the problem that caused the email to Fail, is there any way to recover the email and create a ticket from it?

Similarly, is there any way to receive notification that the email handler rejects an email, for whatever reason?

Angélica Luz

Hello Tuvia,

Welcome to Atlassian Community!

When using the email address created by Jira, if it fails to create a ticket, it won’t be read again. The mailbox is not accessible, so we can’t flag the email as unread for Jira to read it again and create the ticket.

Also, currently, it doesn’t generate a notification. We have a feature request suggesting the implementation of this ability:

• Notification for when an email is failed to processed or rejected for Service Desk project

Please, click on vote and watch to receive updates about the feature.

The workaround, in this case, is to use a custom email address, where you could access the mailbox to check the emails that failed to create tickets.

• Add a custom email account

Regards,
Angélica