Jira Service Desk not working right

[Sal Sclafani]

When users have opened up new Tickets either via the URL or via email there is a massive delay of days.  I'm receiving emails about new Tickets opened 2-3-5 days later.  Email account and settings are working and password is the same.  Why is there such a delay?

[Jack Brickey · Accepted solution]

that is definitely not right. Did you check the email logs (project settings > email requests > view logs) to see when the email was received/processed? Are you using the default Atlassian provided email address or a custom one. If custom I would carefully inspect the email server to seen when it is receiving the email relative to when Jira sees it. Basically, you need to do a bit of sleuth work to see where the incoming delay is happening. If you are using the Atlassian default email LMK.

Also, is this happening on multiple projects or a single project? Certain Customers or all Customers? 

[Sal Sclafani]

Hi. Logs are showing things are received and processing.  We are using the default Atlassian email address provided.  This has always worked in the past.  The issue effected all our users.  I think it has to be Related to this outage below.  They state it's been fixed but there are lingering issues and delays.

Jan 5, 2021Email notifications are not being sent to users for Jira Service ManagementResolved - Between 2021-01-05 06:14 UTC to 2021-01-05 09:50 UTC, we experienced email notification failure for Jira Service Management. The issue has been resolved and the service is operating normally.
Jan 5, 11:22 UTCIdentified - We continue to work on resolving the email notification failure for Jira Service Management. We have identified the root cause and expect recovery shortly.
Jan 5, 09:46 UTCUpdate - We are continuing to investigate this issue.
Jan 5, 07:54 UTCInvestigating - We are investigating an issue with email notification failure that is impacting all of Jira Service Management users. We will provide more details within the next hour.
Jan 5, 07:46 UTC

[Jack Brickey]

that sure seems likely.