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Email Handler Problem

Roberto Gómez Sanz

Hello,

I have a problem in my Jira Core with the email handler.

I have two email handler with the same email server and in the first email handler all works fine but in the other Jira don't add the comment.

I tried to create a different email servers for each email handler but the problem persists.

Can you help me with this? please

Regards.

Accepted answers

Roberto Gómez Sanz

Hello,

We have a problem with our email address. We have a filter in the email that forward all the emails that we want filter in the Jira folder.

Thanks for all.

Regards.

All comments

Mike_pfalli

Is this one instance of JIRA?
Do you see failures in the "Mail queue?"
Are you using different notification schemes?
- Ensure JIRA is suppose to send the notification
  - Can you "notification helper" as well
Have you added additional logging?
- 1. Stop Jira
  2. Add the property -Dmail.debug=true as a startup argument:
    1. See Setting properties and options on startup for more details.
  3. Enable Outgoing Mail debugging at ⚙️ → System → Logging and profiling
  4. Click on Configure logging level for another package
    1. Add com.atlassian.mail.queue and set to DEBUG
    2. Both parameters above must be configured to write the protocol details in the atlassian-jira-outgoing-mail.log file.
  - Add the built-in com.atlassian.jira.event.listeners.mail.DebugMailListener:
    1. Navigate to ⚙️ → System → Listeners.
    2. Click the Built-in Listeners drop-down
    3. Click Debug MailListener, provide a Name, and click Add
- See what the log says when the notification is suppose to generated

Roberto Gómez Sanz

Hello Mike,

Thanks for your reply.

Is this one instance of JIRA?

Yes, we have only one instance of Jira

Do you see failures in the "Mail queue?"

We have two mail handlers and one works well but the other fails. I try to create different email servers for each mail handler but the problem persists.

Here attach the log messages:

The error that appears in this log is with 1 email server and two email handler to different folders.

Are you using different notification schemes?
- Ensure JIRA is suppose to send the notification
  - Can you "notification helper" as well

We receive in the log many messages about time out but is because we enable this option in the email server:

I dont know if this is the information that you need.

Have you added additional logging?

We dont have this enable for the moment.

-------

We try now to delete email rule to send the emails from the email handler that we have problems and receive this emails in the inbox to check if the problem not is in Jira and is the user taht send the emails. Because depends on the email we have two folders in the same email address and one email handler for each folder to check the different emails. We have this Jira version 7.13.8. Can be a problem this?

Thanks

Regards.

Roberto Gómez Sanz

Hello,

We have a problem with our email address. We have a filter in the email that forward all the emails that we want filter in the Jira folder.

Thanks for all.

Regards.

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