Email Request Working Sporadically

[Scott Rheins]

Recently i have been tasked with finding out why the Jira Email request we have configured works then will stop working.  I have reviewed the connected account and it states that the last email received 41 minutes ago.  This can't be right.  

I reviewed the processing log and nothing has processed sind 09:09 am PST 10-14-2020.  The connectivity log shows success for the email address on 10-14/2020 at 09:46 am.  I don't know why this job has stopped with no clear error.  

[Dirk Ronsmans]

Hi @Scott Rheins and welcome to the community,

I guess the first step we'll have to tackle is to get some more information on what is going on on the system.

What kind of logging do you have enabled?

On the "logging en profiling" section for example you can enable debugging logs for incoming and outgoing email.

when looking at "mail" I can also see the com.atlassian.jira.mail.settings.MailSetting package that you could enable as debugging.

A lot more information can be found here: https://confluence.atlassian.com/adminjiraserver/logging-and-profiling-938847671.html 

Also, do you have manual access to the incoming mailbox? Can you check whether something is in there that is not being processed? (gotta determine where the bottleneck is).

If you are on a good standing with your email admins maybe they can also add some tracing on that mailbox

[Scott Rheins]

I'm not sure what logging is enabled.  I did a test from Jira and it said it was connecting to the mailbox fine.  In the past 20 minutes, two more emails were processed but only two out of 45.

I've tried to find the System support option under system, but I am unable to find these enhanced log options.,

[Dirk Ronsmans]

With regards to the logging can you go on your base-url and then

/secure/admin/ViewLogging.jspa

That should take you to the correct options to enable further logging

[Scott Rheins]

It appears I do not have permissions to view this page.  When i navigate there I get an error saying Failed to load user detail.

[Dirk Ronsmans]

I apologize! Must have misread it at the start. 

I believed you were using the server edition and right now I notice it's actually cloud.. totally my fault!

You will not have those options as it all goes directly through Atlassian (my bad).$

Think you'll be better served getting in touch with the offical support team (https://support.atlassian.com)

There an engineer should be able to troubleshoot your connection and actually see the logs. 

Again, apologise.. need more coffee!

[Scott Rheins]

I was able to fix the issue though I'm not sure why it's working the way it is.  I noticed yesterday that after the email box was empty there still showed 7 emails as unread.  I found these older unread emails and marked them as read.  After marking these old emails as read, the system started acting as documented.

[Dirk Ronsmans]

I feel like u should log that as a bug. Doesn’t sounds like normal behaviour. 

but great that u have a solution!