Email to multiple Projects only being received by one.

[Josh Cable]

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.

[Nic Brough -Adaptavist-]

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

[Josh Cable]

Sending to multiple, like this:

[Nic Brough -Adaptavist-]

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]

Correct (it's three in this example). 

IT Support

Web Support

Marketing Support

All separate projects, with unique email addresses.

[Nic Brough -Adaptavist-]

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]

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-]

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]

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]

Hi Josh, 

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

Yours Hopefully :)

John

[josh_clearihan]

Hi all, I have also encountered this issue and am looking for a solution.

My scenario

• The same email is sent to more than one 365 email group, usually cc'd
  • Group 1
  • Group 2
• These 365 groups forward emails to the Jira project email, creating a ticket
  • Project 1
  • Project 2

In most cases, both Jira projects receive the email and create a ticket. In some cases ( reasons unclear) Project 1 will receive the email and creat a ticket but Project 2 will not. 

When checking the email request logs of Project 2, no log exists for the email whatsoever. When checking the mailbox of Group 2 the email exists in the mailbox but has not been forwarded to the project email.

Any ideas or developments from Community leaders?