is there a way to get jsm to retry processing an incoming email to work item creation

Question

I have had some email to work item requests via email that were held due to account authentication required gate.  I've changed some settings in JSM in hopes of preventing this issue.  Is there a way to get jira to retry the emails which were held ?

Josh · Answer

Hi Mark — Arek's split is the right one; a bit more detail on the retry itself:

* Custom mailbox: in the mailbox JSM polls, move the held messages back to the inbox folder JSM is watching and mark them Unread (and not in Junk). On the next poll cycle JSM should pick them up again. If they were moved to a "processed" or error folder by a previous attempt, they will not retry until they are back in the watched folder.
* Default @*.atlassian.net mail handler: you cannot re-queue from the UI. Either ask the sender to resend, or open Support and ask them to reprocess the specific message IDs / timestamps (reference JSDCLOUD-14677).

After you change the authentication / allowlist settings, do one controlled test send before bulk-marking old mail unread, so a bad setting does not just re-hold everything again.

Arkadiusz Wroblewski · Answer

Hello @Mark W_ McColgan

That depends if you Using Custom Mailbox or not.😉

Custom Mailbox: Mark the original messages as unread in your inbox to trigger a re-scan.

Default Atlassian Address: Since you lack direct access, ask Support to reprocess them, or have the client resend.

Also stated here https://jira.atlassian.com/browse/JSDCLOUD-14677

Best,

Arek 🤠