Email didn't create service desk ticket

Question

One of our agents forwarded in an email to the mailbox monitored by JIRA Service Desk to create a ticket, but one was never created. He re-forwarded in the same message again and this time the ticket was created very quickly by the system. So the same email, same content, sent in about 30 minutes apart. The first time a ticket didn't get created, and the second time it did. Is there any log I can check or other investigation I can do into why this might have occurred? We cannot afford to have someone monitor the email box to make sure JIRA is always creating a ticket, we have to be able to just trust that it is.

Edit 5/17/17 - This has happened again this morning. Nothing in the connectivity log or processing log indicates a problem from the inbox, and other emails are being processed for creating tickets and adding comments to tickets. But there was an email that came in from an internal email that did not have a ticket created for it.

Joshua Buison · Answer

This has been an issue with ours as well. At random times Jira dont create tickets from emails, no error logged, no error. The mailbox receives the emails but no error logs on the jira side or even it was received. But if the same person resends the same content it creates the ticket the second time.

This issue does not always happen though it very rare, but we keep a look at the mailbox incase we miss anything. I think Jira is bugged.

Matthew Learoyd · Answer

Hello Brant, this is not a fluke, and happens quite often in our newly created Jira Service Desk. I can send and/or forward 1 email 3 or 4 times to our Generic Help Desk email (which currently forwards to both Spiceworks and Jira), and they will all show in Spiceworks help desk, but only 1 or 2 will show in Jira Service Desk. Sometimes, none will show in Jira.. sometimes they all will. I have also emailed Jira Service desk directly, and sometimes, all will show, sometimes, none will show. This definitely has nothing to do with our connectivity because Jira is the only service not picking up emails reliably. We have no other email forwarding problems, company-wide. My company would like to shift to Jira Service Desk, but with unreliable ticket creation, we will sadly have to pass. Please advise us how we can fix this, and begin to utilize the service. Thank you.

Jason Carpenter_f9n6gv · Answer

Brant,

Thanks for your reply. The only way I have to know if there were any connectivity issues during that time is the logs I referenced, because they seem to show if/when there's connectivity problems. There were no records showing that all day on the day in question. Is there a way to turn on additional logging in the Service Desk product? The link you referenced is turning on additional logging in Confluence, and there doesn't seem to be a similar setting that I could find in Service Desk.