Email notification is not working for service desk

Question

Good afternoon,

The email request in a service desk project stops working since today morning, I've tried to recreate the channel and test the connection, all looks good but the email sent to the inbox sits as unread and no tickets create in Jira.  Please see the attached screenshots.

Please help with the issue thanks.

Regards

Amber

Earl McCutcheon · Answer

Hello All,

It looks like this thread was posted twice, and we are removing the duplicate thread so the conversation can be continued here on this thread.

@Daniel Ebers , posted a reply on the alternate post and I am copying that comment here to make sure it's all visible in one location:

Daniel Ebers COMMUNITY LEADER Nov 24, 2020

Hi David/Amber,

this is a bit tricky to judge from the outside - but have you checked with the mail provider/sys admin of your domain used if there have been any outages in the time range mentioned?

Please also review the troubleshooting documentation in this regard:
https://confluence.atlassian.com/servicemanagementserver/troubleshooting-issues-with-the-email-channel-939926309.html

Was this probably only an issue of temporary kind?

Please inform us if it is working meanwhile.

Regards,
Daniel

Regards,
Earl

Dirk Ronsmans · Answer

Hey @David McDonnell ,

Have you taken a look at this page yet? https://confluence.atlassian.com/jirakb/diagnose-incoming-mail-issues-in-jira-server-229180314.html

Also do you see anything happening in the log? For the incoming email log that would be atlassian-jira-incoming-mail.log