Issues with Email Request

Question

Good afternoon.

I'm a service manager in a company that uses JIRA Service Desk. Since yesterday we've been having some issues with the email requests. We noticed early today that we weren't getting any emails through to Service Desk. We immediately took action and search for any issues with our Email address. Our system manager found nothing unusual regarding the email. Just to try something we decided to change the password for the email account.

It seems that it did something as all the test emails started to go through. We then logged into the Email client where the emails where that didn't go through and marked those emails as unread. That seems to work as those emails started to appear in Service Desk but also some other emails that we didn't mark as unread.

FYI. All reply to older tickets did go through. It seems that it only affected new tickets.

So my question is, do you know if there were any issues regarding Service Desk during last 24 hours (from 27th - 28th of March) or have you heard of other users have similar issue?

Jack Brickey · Answer

one thing I ran into in the early days was that I had password expiration turned on for the account. 90d later it stopped. Took me a few minutes of head scratching to realize the error of my ways.

Fabio Racobaldo _Catworkx_ · Answer

Hi Birkir,

as Jira Sys Admin, you should be able to access Admin->Application_>Jira Service Desk -> Email requests.

There you can test your email addresses configuration and View an audit log for each specific address configured.

This is the first step in order to understand what happened. At the following link you can find an useful documentation https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html

Ciao,

Fabio