We are trialing JSM and struggling with consistent email handling. Ironically, this was a primary driver for selecting JSM, and ongoing unreliability of email processing is the factor keeping us from moving to a paid plan.
In short, JSM is marking emails as read, but does not process them. Marking the email as unread manually in a mail client causes JSM to process the email as expected.
More detail, and things we tried already:
- We set up CNAME records and configured our servicedesk@domain.com email to work around the issue where MS365 ignores the reply-to and tries to reply to the jira email account. This account is the sending and reply-to.
- There is nothing in the mail processing log (no record of processing at all)
- Neither the customer nor the notification account receives any error regarding email processing.
- We have not exceeded our 100 daily messages.
- Nobody is monitoring the mailbox and accidentally marking emails as read.
- We do have frequent issues with having to re-verify the email account and are frustrated by inadequate notification that it needs re-verification, but that is not currently broken.
- This seems to happen more often when the user replies to the ticket creation email or a ticket comment email. I have not observed it to occur for new ticket creation since the first bullet above.
