Service Desk randomly not creating new tickets from email

Question

In the past months Jira Service Desk randomly not create new tickets (one out of a hundred).

No error found in logs, mail puller worker config seems good.

Randomly some customer's mail not commute to a new ticket.

The mail box is used by several users..

I want to be sure that the problem is not about Jira.

I'm running Jira 8.4.0 w Service Desk 4.4.0

Thankyou all in advance!

manoj.venugopalan · Answer

I too encountered with the same issue on Feb 2. one email send form a customer didn't created a ticket, but no email logs available.

Paolo Ferrari · Answer

Hi Rilwan,

there's no errors in logs.

I'll check your others hints

Thankyou so much for the support!

Rilwan Ahmed · Answer

@Paolo Ferrari

Go to Admin --> Application --> email requests.

Check the required Email address --> view log --> processing log. See if there are any errors.
If not, go to jirahome/logs/atlassian-jira-incoming-mail.log and see for errors.

Some cases what I have observed for ticket not being created
1. user sends email from outlook using "Resend" option, or just edit the old email

2. Too many characters in description also fails new ticket creation.

3. Email did not reach the required inbox. Need to verify with your Windows/mail admin team.