When an email is sent, the Jira ticket is not getting created. Earlier it was working

Question

When an email is sent, the Jira ticket is not getting created. Earlier it was working, but after the latest Atlassian update, it has stopped functioning.

Please help us to fix this an issue on priority.

Karan Sachdev · Answer

Hey @Umesh Kumar Sah

Welcome to Atlassian Community!

There could be multiple reasons for the mail handler to not work or process only few emails. And the troubleshooting approach will also vary depending on whether it's configured for a software project or a service management project. It would be better to raise a ticket with the Atlassian support for troubleshooting.

Please include the project details etc, and one of the emails that was supposed to be processed by the mail handler but it was not.

Thanks!

Rilwan Ahmed · Answer

Hi @Umesh Kumar Sah ,

Welcome to the community !!

Is it Jira service management or Jira software projects ?

* If it is JSM, Can you please go to project settings --> Channels and Self Service --> Email and share the configuration
* If it is Jira Software, can you check System settings --> Incoming mail and see what action is configured.