Where message for project sender e-mail address goes?

Aleksander Lech

Hello,
I have an issue with missing messages.

Some customers reported they send e-mails for the address deifned globally as jira@COMPANY_NAME..atlassian.net.

Those messages are not present in Project settings > Email requests > Default email account > Logs

There is (I hope) no problem with replying to normal Jira communication, but if I send an e-mail to jira@COMPANY_NAME..atlassian.net where does it go, because if I do I have neither message nor error anywhere.

Is there a log of those?

Thanks
Aleksander 

Paul Wiggers

Hello Alexander,

The e-mail log only shows that is being delivered to your instance. If you need to find out more, please contact Atlassian support and provide them with a time range so that they might be able to see what happened to your e-mail.

However, we have enough spam that is being delivered. The maillogs show those coming in and filter some of them out. 

I would go about it this way to make sure that everything is working correctly

• Go to the project > Project Settings > Email Requests
• Copy the email address shown there
• Send a new email to that address from your personal email account and see if it creates an issue
• If it does, great! You can email and you need to ask your customers to check if they are using the correct email address (I see a double .. in your example for instance)
• If it doesn't, check the logs for a clue. Even when I have restricted access to only allow added customers to send email requests, it shows in the log that it is blocked
  
• To be sure everything works, create an issue from within JSM and use your personal email as the reporter
• Reply to the issue from your email client and see if the response is registered as a comment on the issue.

My guess is that there is a typo in the email address being used though.

If you are sure that the address is correct. Please contact Atlassian support and provide them with a time range so that they might check their email server logs.