Incoming Mail Handler disappeared after upgrading license

Question

Our company has been evaluating JIRA Service Desk for about 3 months - first on the cloud platform, but now on the server platform due to the advantages of LDAP integration. We have decided to move forward with the product and two days ago purchased a starter license for Service Desk server. I applied the new license key and everything seemed to be fine. However, now we have been noticing erratic behavior with the email handler. Things like not creating new tickets and only sometimes adding comments to existing tickets that were replied to. I logged in as the global admin and checked the incoming mail handler - it was gone. I have no idea why, but the incoming mail handler just doesn't exist anymore. I tried recreating the mail handler, but upon testing the configuration I receive an invalid license error for creating new tickets.

Keri · Answer

Hey Jon,

I can understand why that's frustrating - especially from moving from unlimited agents to three. There's a bit of a learning curve, but our Community is extremely helpful as we've all been there before.  If you're over your license count it causes the functionality to disable, so it's good to check your license counts on the Versions & Licensing page.

I did a little testing and it should be possible, if the Admin is a member of the Administration role for the project and also in Global permissions, they shouldn't need to have application access to view the processing log.

The Email Requests page should be accessible through Administration > Applications > Email requests . You can also bring up the search menu by typing '.' or 'g'+'g' to quickly navigate here.

It sounds like you figured this out by checking your licensing counts - but can you confirm if you've resolved your issue or if there's anything else we can help with?

Cheers,

Keri

hutcj · Answer

The mail handler was setup correctly. However, it seems that upgrading our license from evaluation to starter was causing lots of problems, including this one, until we fixed the number of agents. I did end up going through the mail processing log; however, this turned out to be a frustratingly complex task for such a simple check. I have a global admin account and an agent-licensed service account that is also a project admin for our Service Desk project. Since the global admin didn't have application access to Service Desk, it wouldn't let me review the processing log. However, the service account doesn't even have access to the page that lets you open up the processing log. So everytime I wanted to review this log, I had to exceed our licenses for agents and manually put the global admin into the agents group so I could have access to review the log. Permissions are extremely frustrating to work with in JIRA.

Keri · Answer

Hey Jon,

Welcome to the community, it sounds like your mail handler might be set up under the Jira mail handler instead of the Service Desk one.

*  Please set up the email handler under Email Requests.  This is explained in detail here: Receiving requests by mail
* Make sure that you do not have the same email address configured under Administration > Incoming mail.  If this same email address appears under mail handlers, please delete the mail handler.

If the email address is set up under Email Requests then you should be able to check the mail processing log to see if it has any suggests for why emails may not have been processed.

Cheers,

Keri