Email notifications based on ticket type

Project_Management

Hi Atlassian team,

 

We have a quite major issue with our jira service desk.

We have enabled to create tickets by sending e-mail to an address which we configured in jira service desk but looks like from time to time the counting is skipped.

For e.g.: We can see ticket 88 and ticket 90 but ticket 89 is missing.

I checked in logs (cat /opt/atlassian/jira/logs/access_log) and the missing tickets are not deleted.

Please let me know what can be the cause of this issue and what/where I need to check further.

 

Thanks

Andy Heinzer

Sorry, I am not sure I understand the full problem here.  From your description it sounds like you are concerned that issues are either not being created from the emails sent to Jira, or that perhaps the issue counter appears to skip an number.  But I don't understand what that has to do with the subject of your post?  How does this relate to email notifications based on ticket type?

It might be better to take a look at the $JIRAHOME/log/atlassian-jira.log file from this time to see if there any any sort of 'SQL exception' errors in the logs.  I suggest this because it's the only way I can think of where Jira might have skip an issue key like this.  The order that issues get created in a project are sequential for Jira, and Jira keeps track of this in the database in the project.pcounter field for each project.    Unless a user has been modifying the database, the more likely scenario is that Jira has tried to create an issue, but failed to complete this.  I have seen cases about this in Jira where the pcounter can still get incremented, but the issue isn't ever created. 

But if this happens, you can be sure the logs will have SQL exception errors that will indicate more information about why this is happening.   One cause of this I have see is when using MySQL with Jira, if you are using MySQL with Jira, please see the KB: JIRA does not work with Emoji / 4 byte characters