Issue with an incoming mail server

Question

An incoming mail server associated with an Outlook account has been created, and this server appears to be created correctly. Next, a handler is created for this server, which is responsible for creating tasks in a project. The handler is fully configured and associated with the previously created incoming mail server. Finally, a test is attempted. During this test, the following error is thrown, informing us that there are no emails in the inbox. However, the reality is that there are several emails in that mailbox. Additionally, it is worth noting that these emails are in an unread state. Is there any solution to this problem?

Borja Manuel Martínez Alcaide · Answer

Hi Mark,

Nice to meet you, I am a colleague of Soraya.

I can provide you with the following information:

The project is a kanban board that is not associated with a JSM project.

An email server has been created in the system->incoming emails section, this server belongs to Outlook and it seems that the account is accessed without any error.

On the other hand, a handler is created, configured, and when a test is performed, it shows that there are no emails in the inbox, although we know that there are unread emails in that inbox.

We have tried to follow the instructions provided in the link https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/  for a team-managed project, and at no point does the option to select channel and email appear within the project configuration.

Additionally, we have followed the instructions provided in the link https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/ . Specifically, the Microsoft OAuth section for creating the server and then the Configure Email Handler section to create the handler associated with the server created before.

Would it be necessary to change the project type? The idea is that all emails that clients send to a support email are processed by the platform and generate a new item in the kanban project, and we would like to maintain this methodology.

Thank you. Best regards.

Marc -Devoteam- · Answer

HI @Soraya Alcaide

This can be many reasons.

Check all documentaiton here: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Also a note. Incoming mail handlers don't work with JSM projects, they are for non JSM projects, to be able to use mail to create issues.

If you want to use a custom email to create JSM requests, read this documentation, https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/