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Email replies not picked up on support tickets

We are using O365 as our email integration and have Jira Service Desk configured to raise tickets based upon incoming emails to a specific mailbox.

We are using our own custom domain and we use Jira Service Desk for our external customers.

We are seeing intermittent issues whereby the support ticket is not updated when staff within our organisation or our customers respond via email to tickets. 

When i view the email processing log, the replies are not showing up in the log at all.

2 answers

1 accepted

0 votes
Answer accepted

After further deep diving, it seems we had a duplicate mail handler.

Once configured in Jira Settings and one within the Service Desk. As such, it looks like a race condition was happening, causing the randomness.

Removing the Jira Setting mail handler appears to have resolved the problem.

Jack Community Leader Nov 11, 2019

yep that would do it. thanks for sharing the cause here.

0 votes
Jack Community Leader Oct 28, 2019

it is hard to guess at the cause of this but from what you have stated it sounds like the emails are not making it to our out of your O365 server. I would find a specific instance (would be ideal if repeatable) of where a reply did not update a ticket and get w/ your IT group to have them check the server. With that said, I think the likelihood of O365 being the issue is small but certainly possible.

Thanks for the reply.

I have checked the O365 account and can confirm it is configured. When new emails land, a new ticket is created successfully.

It only appears to be replies that are not making it onto the ticket from different people. 

I'm wondering if I have to configure something to allow anyone to reply? What is odd for me is the fact the reply does not show in the processing log.

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