How to set up notification if email requests have failed?

[Nicholas Ren]

Hi Community, 

In my Service Desk, we have set up the creation of tickets by email. Recently, I had only found out that there were several failed ticket creations in our Service Desk. Had I not manually checked the logs, I wouldn't have known.

I was wondering whether there is a way to setup email notifications to me in Jira to alert me when these ticket creations fail. 

Does anyone know how to do this?

[Joseph Chung Yin · Accepted solution]

@Nicholas Ren -

Hi Nicholas:

Are those failures coming from your JSM customers email submissions?

Kindly provide a bit more information, so we can assist further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Nicholas Ren]

Hi Joseph, 

Yes. These failures are coming from our Jira Service Management when our customers submit tickets by email.

Our current process is for our staff to email in their queries to support@XXX.com. support@XXX.com is connected to our Service Desk which then creates a ticket on their behalf.

Let me know if you require more info.

Thanks, 

[Joseph Chung Yin]

@Nicholas Ren -

It seems this an known/outstanding enhancement request and still not been provided by Atlassian - https://jira.atlassian.com/browse/JSDCLOUD-2517

I can only recommend that you try to indentify and fix the the issue on why the issue cannot be created on your JSM project + add yourself as an watcher/vote for the enhancement request.

Current, there is no solution except for us to monitor the logs manually.

Sorry...

Best, Joseph

[Nicholas Ren]

Thanks for the assistance Joseph.

[Joseph Chung Yin]

Sorry I cannot provide you with a solution to address this issue further.  If you find my suggestion helped you.  Please click on Accept Answer when you have a chance.

Best, Joseph

[Miriam Hopton]

Coincidentally stumbled upon this article today as I brought up to my team about notifications on failed emails to JSM, and noticed the enhancement ticket pasted by Joseph got an update TODAY! Its planned for next year. Whoo hoo

Thanks Joseph for the update and excited for this feature to roll out. We really need automation on failed anything.

https://jira.atlassian.com/browse/JSDCLOUD-2517 

[Yash Lad]

@Nicholas Ren You may need to add those staff members as customer in your service desk project so it not gets failed and jira will create ticket for the same.

[Nayudu Ravuri, Rama]

There might be multiple scenarios of failure which cannot be controlled by admins. Hence it will be wonderful if we can get email notifications if "Email requests" fail.

[Yash Lad]

Yes but JIRA has limitations here and that's why we're not getting notifications.