Incoming mail handlig is slow

Toomas Adson

Hello

 

We have moved our Help Desk from Request Tracker to Jira Service Manager. The emails are handled using EmailThisIssue plugin. 

Our users experience lag in the incoming e-mail handling, the incoming e,mails seem to "stay" in the JIRA queue for 2 minutes before they are processed and ticket is created.  
Incoming email configurion is same as it is before. During implementation period  the emails are sent both to Request Tracker (RT) and to JIRA.  In RT the tickets arrive to desk 2-4 minutes earlier than to JIRA SM.

Our Help Desk is frustrated, that lag affects their tasks during high load period.

 

Where should we start looking for problem or how can we speed up JIRA mail handling?

Dirk Ronsmans

Hi @Toomas Adson ,

Since you are using Email This you might want to raise this with them directly as well.

https://metainf.atlassian.net/servicedesk/customer/portal/1/group/2

I was able to find an "old" issue where the polling rate had to be changed manually but this has since been fixed in a newer release.

https://docs.meta-inf.hu/email-this-issue/v/email-this-issue-for-jira-server-data-center/faq/faq/how-to-set-polling-interval-for-mail-accounts-manually

there's always going to be some delay in processing especially if this needs to be handed of to a plugin as well but just to be sure it's not a bug i'd suggest to raise a support request with them directly.