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Email not generating tickets

Namrata Kumari

Hi,

Sending an email to the link email address is not generating a ticket in the portal.

The ticket is generated successfully using the Jira header 'Create' button.

I don't see any recent logs in 'Processing' tab.

Also, went to Jira settings > System > Global mail settings and checked that the Email processor is On

Any idea what can be done to troubleshoot further?

Thank you!

Accepted answers

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Jack Brickey

Hi @Namrata Kumari ,

Can you confirm that the JSM project email handler is correctly configured under Project settings > email requests? Please note that JSM does not use the system inbound email handler under admin > system.

if you believe it is properly configured please share a screenshot and also I suggest you click on "view logs" under the aforementioned "email request".

Namrata Kumari

This is how it looks (the second email account). It says the last email was received 2 months ago, however, I tried sending an email to this account but no joy.

Image 27-03-2023 at 12.01.jpeg

Namrata Kumari

The logs are as below. I have checked the fields and only the Summary and Description fields are mandatory. Image 27-03-2023 at 12.06.jpeg

Jack Brickey

My guess is that you have one or more fields that are marked as required for your email request time. Please check that you only have the summary and description marked as required for your email request type.

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