Jira Service Management sometimes does not create an Issue from mail

Question

Hello,

we got a problem with the conversion from e-mail to issue.

1% of the mails we get, Jira does not create an issue from the inbox.

The exact Mail is not found in the Logfiles from the mail-channel settings.

Mail will be checked as read in Outlook.

We get a lot of mails, so we can't check the inbox all the time.

What could be the issue for that.

Kind regards

Georg

Viktoryia K_ · Answer

@Georg Hopfinger Read this link, if there is no solution there, then you should contact Atlassian support: https://community.atlassian.com/t5/Jira-Service-Management/Emails-not-creating-requests-issues-in-Service-Desk/qaq-p/1048767

Georg Hopfinger · Answer

Hello Viktioryia,

yes, that's what I've meant with:

“The Mail is not found in the Logfiles from the mail-channel settings”

I don't know what to do anymore, I've literally checked all settings.

Some issues just won't be created, without an error.

Viktoryia K_ · Answer

@Georg Hopfinger Hello!
Have you checked the journal in the "Email Requests" project settings? Usually there are errors about letters that do not arrive