Critical Issue: Email-Created Requests Delayed or Not Appearing in JSM Projects

Carl Washington_6lhdsi

I believe there is a significant issue occurring within our JSM Cloud instance.

None of our project settings, email channels, or configurations have been changed recently. However, we are now experiencing the following problems:

1. Email-created requests are delayed or not appearing at all in project queues.
   New tickets submitted via email to any JSM Project (Space) will sometimes show up hours later—or not appear in the project view at all. 

2. Issues do appear under “Filters > All Work Items,” but not in any queues.
   When navigating to Filters > All Work Items, I can see the newly created requests. However, the list is not ordered correctly, even though it’s set to sort by “Latest created.” I have to manually sort by the Reporter column to bring unassigned tickets to the top. Only then do the recently created email requests become visible. (Screenshot attached.)

3. Delayed population into JSM.
   Based on observed behavior, it appears tickets created via email are reaching the system, but the indexing or queue population is severely delayed—sometimes not appearing for hours.

This behavior began suddenly without any configuration changes on our end. We need assistance identifying whether this is an issue with JSM processing, queue indexing, email handler performance, or another backend service.

Brant Schroeder

@Carl Washington welcome to the Atlassian community

I would suggest that you submit a support issue to Atlassian if you have not already done so.

The service is showing that it is working as expected: https://jira-service-management.status.atlassian.com/ 

I would suggest checking and making sure nothing changed on your email account settings, that no one is in the account reviewing emails (If they are read then they will not pop to JSM) and that there are not any rules running on the email account.  Also what are you using (Gmail, Microsoft, etc)

You should take a look at the logs in JSM:

• https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/ 
• https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/ 

This should provide some insights into what could be happening.  Let us know what you find out.