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JIRA Email Automations not creating tickets or they get delayed

Chris Reyes
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Apr 19, 2023

The issue we're experiencing is that in Project Settings- Email Requests we see that the email address established through our mail server is enabled and is correct. We can send emails manually to open up tickets and also open manually in JIRA. 

We use knowledge center through Mindtouch. A user can submit feedback on a procedure which triggers mindtouch to send the email to the one we have established in projects. The emails come through but it does not generate a JIRA ticket as it normally would. 

The workaround is to click read/unread on the emails which eventually (approx. 10 minutes later) will generate the JIRA ticket. This used to happen automatically. 

At first we thought it was related to mindtouch having a delay but the emails come through they just don't generate the ticket unless we select from read back to unread. I am trying to determine if this is something happening on our server side. The email automation is setup correctly there haven't been any changes and the emails will come through if we send emails and create JIRA requests to the issue type but it seems to be on the feedback line in Knowledge center that is causing an issue. 

We have another Email automation that is setup to create a ticket when the email is forwarded to the email address setup in the automation. Everything is correct but sometimes the JIRA ticket isn't created at all or it generates a few hours later. 

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