Jira Service Desk not Importing Emails

NRG Kiosk

Hello,

I recently moved Jira and Jira Service Desk to a new Windows server. Everything seems to be up and running; however, Jira Service Desk is not creating any tickets from emails. I have gone through all settings several times. I have even checked with Service Desk setting and clicked on the "Test" button and there are no errors. 

Any help would be appreciated. 

KellyW

Hi Peruz,

To understand and identify the problem with the incoming e-mail, please gather the logs with the following steps:

1. Mark the log -- "TESTING_INCOMING"
2. Enable the Incoming Mail log and Incoming Mail debug log
3. Add debug logging for the following packages (JIRA Administration >> Logging and profiling >> Default Loggers and click on 'Configure logging level for another package'):

   com.atlassian.servicedesk.plugins.notifications.internal.scheduler 
   com.atlassian.servicedesk.plugins.notifications.internal.dispatch 
   com.atlassian.servicedesk.plugins.notifications.internal
   com.atlassian.jira.event.issue
   com.atlassian.mail.queue

4. Send an email to JSD email to trigger new ticket creation

5. Mark the log -- "TESTING_INCOMING_STOP"

6. Disable the Incoming Mail log and Incoming Mail debug log

7. Turn off the above debugging packages 

   Wait for 5 minutest, generate and share the support.zip with Atlassian Support.

With the atlassian-jira-incoming-mail.log, we should be able to trace if email is retrieved and processed by JSD.

 

Regards,
Kelly