Email from mailbox not coming into Jira

Janice Lim_whkmy3

Hi there,

We receive ticket in Jira pump in from our mailbox. We noticed some email did not come into our support queue in Jira, but the email were in our Outlook mailbox.  Only some emails did not come through. This is becoming a hassle as we need to keep checking back and fore between our mailbox and the queue in Jira to ensure we do not miss any ticket (which we did for the pass 2 days) wonder why this is happening. Please help.

Andy Heinzer

Hi Janice,

It sounds like something else is happening to a message in that mailbox here, like perhaps someone else is accessing the messages in the mailbox before Jira is.  If that happens it can sometimes affect the mailhandlers ability to access that message and understand if it has been processed already or not.

However if that isn't sufficient to solve the problem here, I would suggest that you reach out to a site-admin so that they can create a support case for this.  Your account cannot do this directly (because you are not a site-admin), so you need to have a site-admin navigate to https://support.atlassian.com/contact in order to create this support case.  Our support team might need to take a closer look at the logging or settings of your particular Cloud site in order to better understand if the behavior here.  Perhaps the logging from our side might help shed some more light on what is happening here, and we can also gather more specifics about your situation here to better understand how to help.

Andy