Email puller not retrieving emails

Question

We have enabled email puller in our jira service desk software. This pull email from our gmail account. Most of the time this works. However, there were few incident this didn't happen. We could see the email in gmail inbox but has not been pulled into jira.

Has anyone had similar issue? Does anyone know why this happening?

jira v7.4.3

Thanks

Sudeera

Nic Brough -Adaptavist- · Answer

What about the application log?  That contains records of processing emails, and the errors that can happen.

sudeera hasanta · Answer

Hi Nic,

I had a look in our maillog and I can't see any records from this particular email address. No single record from this email during the time it was sent.

Nic Brough -Adaptavist- · Answer

What does the log say about it?  If Jira is reading an email from a mailbox and is unable to process it for some reason, that will be recorded in the logs.

Have a look at the files in <jira home>/logs