Comments on tickets occasionally don't show in JIRA

Question

Hi All,

I need some help. We, on rare occasions, do not receive responses to our replies (or even updated comments/notes) in the ticketing system from our Teachers/Staff. We will check the particular email we have linked for ticket creation (tech@---.com) and the reply is there but not in JIRA.

I have checked Products -> Email Requests -> Logs for that particular email we use for ticket creation/requests and it shows absolutely no log/entry for the response/reply.

I'm hoping to try to get this fixed as some replies are time sensitive and we don't want replies just sitting in the inbox we hardly check since its supposed to show in JIRA.

Any thoughts? Thanks for all your help in advanced.

Gareth Jones_re2t7s · Answer

Hey @Paul Wiggers

I'm not OP, but I just wanted to say thanks as this sorted it for me. It looks like one of our agents had opened the mail from within Outlook before Jira had ingested it. Because of this it was marked as read and Jira then didn't pull it in.

I know now in future that if this happens I can just mark the email as unread and Jira will then bring it into the correct ticket.

Thanks!

Paul Wiggers · Answer

Hello @mcorreia

This sounds interesting, although very annoying.

Let's see if we can find a solution to this.

From what I understand, the email handler will only read unread emails. If the address is, for example, attached to Outlook, and someone reads the email before the handler has a chance to pick it up, then the email won't be imported into Jira.

So, first of all, is the email account being used anywhere else? If so, please detach the account from other programs and see if that solves your issue. If not, we need to investigate further.