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Email to multiple Projects only being received by one.

Josh Cable July 19, 2022

I have a customer emailing our web support team and marketing team on their respective project emails, but only one of these projects receives the email request in JIRA Service Desk.

 

365 message trace is showing the message as delivered on all accounts.

 

For context, in 365 we have separate distribution groups setup relating to each project, that contains the projects email address as the sole member.

Edit: Clarity.

1 answer

0 votes
Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 19, 2022

Are you sending the emails to one address or copying them to many addresses?

Josh Cable July 20, 2022

Sending to multiple, like this:

 

OUTLOOK_pDLi9cmY2J.png

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 20, 2022

Are all of these on different email addresses, and not aliased?

And you have set up four Jira projects, each listening to a different email address?

Josh Cable July 20, 2022

Correct (it's three in this example). 

IT Support

Web Support

Marketing Support

All separate projects, with unique email addresses.

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 20, 2022

Just to be clear, unique email addresses does not mean unique mail boxes - are the emails going to different mail boxes?

Is there a pattern as to which project picks up a mail?

Josh Cable July 21, 2022

Understood. Yes they all have their own mailbox'.

Not one that I have been able to discern, seems that as soon as one of the projects get it, the others do not. There does not appear to any pattern as to which one.

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 22, 2022

Ok, I'm going to have to say I'm a bit stuck then.

The reason I've asked for all the tech defails here is because what you are describing is exactly what happens when you point email handlers at the same mailbox. 

The email handlers all work on a polling routine - on a regular basis, they go into the their mailbox, read all the unread mail and mark it "done" (or remove it).  So if you set up more than one handler or channel to read the same mailbox, one of them will (apparently randomly) pick up the incoming mail first, and when the others read the mailbox, they won't find anything, because the first one has dealt with it already.

I can replicate what you're seeing by doing this:

Email to send to  Email inbox configured in Jira  Actual mailbox being read in gmail
 bob@gmail.com  bob@gmail.com bob
 bob+alice@gmail.com  bob+alice@gmail.com bob
 bob+charlie@gmail.com  bob+charlie@gmail.com bob

So I think it might be worth another look at the exact settings you have for all the incoming email inboxes in Jira.  I think you've already ruled out the scenario I've written up, but there might be something else in the settings that could tell us more.

Josh Cable July 27, 2022

Hey Nic, thanks for the continued help.

I can vouch for the setup on the exchange side of things, though I was not involved in the initial JIRA set up so we could well be onto something here. I had assumed, that separation in exchange was enough, but there could be something in the JIRA config that needs reviewing.

I will see what I can dig up and check back.

John Good
I'm New Here
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Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
May 23, 2024

Hi Josh, 

Did you ever find a fix for this, I've just run into exactly the same issue?

Yours Hopefully :)

John

 

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