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Commenting or creating issues via email sporadically fails

Brian Pedersen

Hi,

We use JIRA Service Desk as an internal support platform within the company.

All employees are added as customers, synced from local AD server.

All customers are in a group, which is added to the permissions list of creating issues and commenting on issues.

Everyone can log in on the web UI and create/comment/edit and do whatever they want, which is fine.

However! If they try to add a ticket by sending their issue to servicedesk@XDOMAIN.com, it will sometimes show up in the issues list. Same goes for commenting. Some times the ticket gets created, I can then respond to the ticket, which they will receive, but their comment back is then not being added. Some times it is, some times it's not.

In most cases I will get this error in the Email Requests -> Processing Log:
Mail handler throws exception: Unexpected error while running action as user 'USERX@XDOMAIN.com'

In some cases the email is simply not handled at all, and there will be nothing in the Processing Log. But the email will remain in the inbox of the mail server.

And lastly, in rare cases it will actually be added.

The servicedesk@XDOMAIN.com email is set up as outgoing and incoming mail server (IMAP), with additionally added mail handler, to "Create a new issue or add a comment to an existing issue". I have set a default reporter, and set Bulk: Accept the email for processing.

I've found many forums threads with similar issues, but they date all the way back to 2015, so I find it hard to believe that it is not yet solved.

Any insight? I've been at it for a couple of days now, and could really use a hand, as I see no consistency in the behavior.

Thanks in advance...

Accepted answers

All comments

Gaston Valente_dzz4x1

Hi Brian,

Atlassian recommends to use different accounts for incoming mail handlers and service desk request processing, they are independent and not related, that's the reason.

Hope it helps

Brian Pedersen

Hi Gaston,

I actually attempted the mail handler, because it was not working. So it was also a problem even before. Maybe the mail handler causes more problems than it's doing good, but it's still acting the same way.

Same goes for the Incoming Mail - I also set that up, as attempt to solve this problem.

Brian Pedersen

Update:
Having removed the Incoming Mail again, along with the Mail Handler - people are able to create a first ticket again.

However, they can't comment on their own ticket afterwards. The Processing log in Mail Audit log doesn't even show the email as being handled, BUT, I can see that it gets marked as read in the inbox when I log on to the email.

Gaston Valente_dzz4x1

Hi Brian,

I'm sorry if i'm not understading your requirement, but, why don't you setup servicedesk@XDOMAIN.com as an incoming mail at service desk without using any mail handler?

let me know

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