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Why are some e-mail requests not being logged?

adam_cooper

We are having intermittent issues with email requests not being picked up, it will randomly not pick up requests emailed in to our Outlook inbox.

I've checked the customers section of Jira and those who have emailed in are customers with previously logged tickets.

Any advice?

Accepted answers

Jack Brickey

Hi @adam_cooper , welcome to the Community.

have you looked at the email request logs as yet? Project settings > email requests - view logs

All comments

Jack Brickey

Hi @adam_cooper , welcome to the Community.

have you looked at the email request logs as yet? Project settings > email requests - view logs

adam_cooper

I've checked the logs and when emails fail to log there's no sort of error message to say its failed etc,

However the log is populating when tickets are actually logged.

Jack Brickey

Are you using a custom email Or Atlassian provided? If it is a custom email, can you log into the inbox and check for the arrival of these failed emails? If they are there in the unread state that it would be interesting to understand what is unique about them. If it is ann Atlassian provided email then please reach out to Atlassian support directly so they can inspect. Ideally, he would be able to reproduce this scenario.

adam_cooper

Hi Jack, thanks for your help, your comment has actually give us a workaround of sorts.

We have a Outlook shared Support mailbox where our requests come into which is currently setup within the Jira email requests settings.

I have now found out that when we change the email status from read to unread within the shared mailbox itself it generates a ticket within Jira....!

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