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Troubleshooting a mail handler?

Mindy Bollinger

I'm trying to create a mail handler that creates tickets when an email is sent to a specific email address. I've been following the instructions here: https://confluence.atlassian.com/jira064/creating-issues-and-comments-from-email-720412438.html

From what I can tell, everything is set up correctly, and when I 'Test' is shows the test was successful. When looking at the details, it shows 346 messages were read from the server at 10 issues were created. However, when you look in the details further, it also shows that not only was an issue created, a message was deleted.

Is the test supposed to create real issues/tickets? Because it is not.

In addition, when I send a test email to the email specified, no ticket is created.

What am I missing and/or how can I troubleshoot this?

Accepted answers

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Kurt Klinner

@Mindy Bollinger

Hi Mindy,

have you had the chance to look to the log files?

Are the permissions in the project you are trying to create the issues via mail correctly set?

Cheers

Kurt

Mindy Bollinger

@Kurt Klinner

I'm pretty new to Jira - and I'm not even sure where to look at the logs.

What permissions are you referring to? Basically, emails can be sent from anyone (even outside of the organization) to a specific email, and a ticket should be created. So I'm assuming that the 'anyone' group should have permission to create issues?

Kurt Klinner

@Mindy Bollinger

Hi Mindy,

i'm referring to the permissions set for the project, who is allowed to create tickets.

If you use the default mail handler, than i would suggest to set up a "service account" that has all needed permissions and to configure this one as the default reporter within the mail handler config

https://confluence.atlassian.com/adminjiraserver071/creating-issues-and-comments-from-email-802592933.html

Cheers

Kurt

Mindy Bollinger

@Kurt Klinner

What logs were you referring to before?

Yes, I've set up a mail server, and handler.

Now sure what you mean by a 'service account' - do you mean as a user? I've added that email address into the default jira user access group. Is that what you mean?

The default reporter is someone else, as the email address being used to try to create the email is used by several people.

Mindy Bollinger

My test log works:

However, is it really supposed to create an issue? Because it is not.

I've also sent several test emails to the email address (set up in the servers) - but have not seen anything being created or done.

Kurt Klinner

@Mindy Bollinger

Can you share (using some screenshots etc.) the mail handler configuration as well as the permission scheme in use of the project?

Kurt

Mindy Bollinger

We're just going to use the default jira email that came as a default - for now. That is working fine, and is creating tickets as needed, when emails are sent to it.

Thanks though!

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