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Can not create a customer request via email

Vladimir Vladimirov_4pqn0b

Hello!

We have Jira Servicedesk (Server Edition, version. 4.5.4 with 3 agents and we have troubles with request creation via e-mail.

Personal 'Other' e-mail channel was configured. I deleted this mail channel and created it again. And I got the confirmation e-mail that confirm the custom email account is connected, which says: "Your service desk email channel is ready to receive requests!". However, new e-mails received by this e-mail doesn't create any Jira Service Desk requests. These e-mails also are unopened and remains in unread status.

However, if customers will create request by customer portal, issues will successfully create in project. And my test user in Jira Service Desk customer role got a confirmation email.

I have come across multiple similar threads, such as https://community.atlassian.com/t5/Jira-Service-Desk-questions/Emails-sent-to-the-service-desk-address-create-no-ticket/qaq-p/1047505 and https://community.atlassian.com/t5/Jira-Service-Desk-questions/Emails-not-creating-requests-issues-in-Service-Desk/qaq-p/1048767 . I have verified / conducted the following steps:

Go to Jira settings > System > Global mail settings and verify email puller and email processor are set to "On".
Navigate to Project settings > Customer permissions, under "Who can access the portal and send requests", it is set to "Anyone can send a request without logging in".
Navigate to Project settings > Email requests, the email request type is assigned to a request type that has "Summary" and "Description" visible in the customer request form.
Navigate to Jira Settings > Products > Email Requests:
- The e-mail address shows a status of "No e-mail received ever". But, the email is received in the e-mail account and remains unread.
- Clicking test on the e-mail also is successful, saying "No problems found with email settings configuration. Successfully connected to the specified email server."

When I tried configure custom mail handler for this e-mqil and this project , and click button 'Test', I got an error message 'Found 357 messages, created one comments, issuses did not created, you should be in Jira Service Desk team'

Accepted answers

Dirk Ronsmans

HI @Vladimir Vladimirov and welcome!

First things first, have you found antything in the logs? You've already done quite a bit of configuration checking so maybe that leads us somewhere.

There is a known "issue" (it's actually working as designed) that a user cannot create a ticket through email if they don't have product access.

https://confluence.atlassian.com/jirakb/create-issue-via-email-fails-due-to-invalid-license-error-in-jira-server-790959539.html

Could you check in the atlassian-jira-incoming-mail.log if you see anything like

Cannot create issue due to invalid license: [Sorry, you can't create any issues right now, as you need to have access to a JIRA application to be able to create issues. To gain application access you need to be a member of a group assigned to an application.]

Or any other errors.

Vladimir Vladimirov_4pqn0b

Fortunately, I've found solution

In our case DB administrators restarted DB without restarting JIRA

Diagnosis

Scheduler administration - com.atlassian.jira.internal.mail.services.MailProcessorJobRunner - Last run - a week ago

Solution

Restart JIRA

This article was useful

https://confluence.atlassian.com/jirakb/jira-service-desk-stops-processing-emails-827122816.html

All comments

Vladimir Vladimirov_4pqn0b

According to the answer

https://community.atlassian.com/t5/Jira-Service-Management/Email-Requests-in-Service-Desk-not-working-v2/qaq-p/638922#U638936

The Project Lead was changed too (due to a employee termination) .

Configure>Appliations>Jira Service Desk>Email Requests> then click on the 'View Log' link next to the email address for your service desk> and then click the Tab for 'Processing Log'.

Unfortunately, I can see 'No result found'

Dirk Ronsmans

HI @Vladimir Vladimirov and welcome!

First things first, have you found antything in the logs? You've already done quite a bit of configuration checking so maybe that leads us somewhere.

There is a known "issue" (it's actually working as designed) that a user cannot create a ticket through email if they don't have product access.

https://confluence.atlassian.com/jirakb/create-issue-via-email-fails-due-to-invalid-license-error-in-jira-server-790959539.html

Could you check in the atlassian-jira-incoming-mail.log if you see anything like

Cannot create issue due to invalid license: [Sorry, you can't create any issues right now, as you need to have access to a JIRA application to be able to create issues. To gain application access you need to be a member of a group assigned to an application.]

Or any other errors.

Vladimir Vladimirov_4pqn0b

@Dirk Ronsmans Thank you for your answer.

I checked atlassian-jira-incoming-mail.log

There are no messages like 'Cannot create issue due to invalid license'

Last messages are about newly created mail channel

2020-11-18 INFO Created mail connection id 2 with parameters ...
2020-11-18 INFO Created mail channel id 2 with connection id 2 for project ...
2020-11-18 WARN [imap_for_jira_servicedesk] http-nio-8080-exec-24758 /rest/jira-mail-plugin/1.0/message-handlers/test Unknown execution id. This is probably a test run.

Dirk Ronsmans

Did you send a new mail to the mailbox after the creation of the handler?

https://confluence.atlassian.com/jirakb/how-to-configure-jira-service-desk-to-process-old-emails-806455097.html

or is it just old emails?

Vladimir Vladimirov_4pqn0b

@Dirk Ronsmans

I did not create mail handler.

Yesterday I started to make it, but after clicking 'Test' I got message 'The test failed'

And I clicked 'Cancel'

Yes, in the field 'More Detail...' I can see the error you have mentioned

"""

 Found 361 unprocessed message(s) in the imaps folder. Only first 10 messages will be processed in test mode<br>Cannot create issue due to invalid license: [Sorry, you can't create any issues right now, as you need to have access to a JIRA application to be able to create issues. To gain application access you need to be a member of a group assigned to an application.]

Vladimir Vladimirov_4pqn0b

Fortunately, I've found solution

In our case DB administrators restarted DB without restarting JIRA

Diagnosis

Scheduler administration - com.atlassian.jira.internal.mail.services.MailProcessorJobRunner - Last run - a week ago

Solution

Restart JIRA

This article was useful

https://confluence.atlassian.com/jirakb/jira-service-desk-stops-processing-emails-827122816.html

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