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Jira is not creating new issues from incoming email (mail handlers)

Thorberg Thorbergsson

I have a several mail handlers, one for each project in Jira. When I test a Mail handler, I get no error only No messages were found in this mailbox. But the mailbox contains several emails. Some of the mail handlers are working. Issues are creating but the others aren't. They do not create or add comment to issues. What can I do? I have deleted these mail handlers and create them again but without any luck. All mail handlers have been working until now and nothing has changed in the mail handler configurations. The incoming mail server is working fine and is authenticated by Microsoft OAuth. Please advise.

Thank you.

Best regards,

Toby

Accepted answers

Vikrant Yadav

Hi @Thorberg Thorbergsson Welcome to Atlassian Community!

have you made any changes in the workflow mapped with an issue type ?
Default reporter is set ?
Sender have create issue permission ?
Mail Subject should not be same else it'll put comment in the existing issues ?
Mark mail as Unread and try to test ?

Prachi Bolar

Hi @Thorberg Thorbergsson

Welcome to the community.

Could you please confirm below details

- Create permission in the project

- if there are multiple mail handlers is the catch address in place to distinguish each mail handler.

If everything is in place request you to create a ticket https://support.atlassian.com/ so that we can further check in your instance the issue.

Thank You,

Prachi

Nathan Phillips_kcvugf

Hello @Thorberg Thorbergsson,

Thank you for reaching out on the Atlassian Community.

Since the deprecation of the Microsoft Outlook REST API, the GraphAPI has been used for this connection, with a few slight differences.

Could you please confirm, when logging into Outlook using the account which you are using to connect to Jira for an incoming mail server, what language do you see your Outlook in?

For example, when viewing your outlook, is your inbox titled 'Inbox' or is this in a different language? I ask because I recently worked a ticket where the client was in french, thus their inbox was titled “boîte de réception” when they looked from their end.

To resolve this issue, their mail handlers had to be configured with the exact matching case sensitive inbox name in the 'Folder name' field of each Mail Handler.

Thorberg Thorbergsson

The solution for me was to change the default language in Outlook to English. Before the default language was in Icelandic. Thank you all for your help

All comments

Vikrant Yadav

Hi @Thorberg Thorbergsson Welcome to Atlassian Community!

Jehan Bhathena

@Thorberg Thorbergsson along with the information requested by Vikrant, would suggest adding a feew screenshots of your mail handler setup, specifically the path of the folder from which you're getting mails, this might help in giving more insights to the issue you're facing.

Prachi Bolar

Hi @Thorberg Thorbergsson

Welcome to the community.

Could you please confirm below details

- Create permission in the project

- if there are multiple mail handlers is the catch address in place to distinguish each mail handler.

If everything is in place request you to create a ticket https://support.atlassian.com/ so that we can further check in your instance the issue.

Thank You,

Prachi

Nathan Phillips_kcvugf

Hello @Thorberg Thorbergsson,

Thank you for reaching out on the Atlassian Community.

Since the deprecation of the Microsoft Outlook REST API, the GraphAPI has been used for this connection, with a few slight differences.

Could you please confirm, when logging into Outlook using the account which you are using to connect to Jira for an incoming mail server, what language do you see your Outlook in?

To resolve this issue, their mail handlers had to be configured with the exact matching case sensitive inbox name in the 'Folder name' field of each Mail Handler.

Thorberg Thorbergsson

Hello @Nathan Phillips

The default language was in Icelandic but I have already changed it to English with some luck

Thank you all for your help

Thorberg Thorbergsson

Hi @Prachi Bolar

I can confirm this. I have also create a ticket in Atlassian Support.

Thank you so much

Best regards,

Toby

Thorberg Thorbergsson

Hi @Vikrant Yadav

No changes made in the workflow. Default reporter is set and can create issues. New subject so new issue should be created and the mail is marked unread. I have created a ticket to Atlassian Support team.

Thank you for your help

Best regards,

Toby

Vikrant Yadav

@Thorberg Thorbergsson Kindly post the correct answer/solution, once you fixed this issue. So that it help others who is facing similar issue.

Thorberg Thorbergsson

The solution for me was to change the default language in Outlook to English. Before the default language was in Icelandic. Thank you all for your help

Jehan Bhathena

@Thorberg Thorbergsson glad to know you find the fix.

Please do mark this thread as accepted so that the other community members find this answer too.

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