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Jira somtimes does not create tickets from email received

We are using Jira service management with an Office 365 exchange online mailbox as receiver of emails for ticket creation.

once or twice a month a ticket is not created when a user send an email to the mailbox used on a project.

No logs on jira, no ticket on jira, but still the mailbox receives the emails. If the same person resends the same content, then jira will create the ticket and there will be logs.

For this reason we still keep an eye on the mailbox itself incase a ticket is not created even an email was received.

Its difficult to replicate this issue since there is no logs on jira and it happens rarely. But this is very alarming if we have a very active jira project defenitely this will happen again and will cause us to miss a support response.

I hope Atlassian takes this issue seriously because you can just simply brush this kinds of issue since its rare but just missing one very important request can cause significant loss in our business.

1 answer

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Brant Schroeder Community Leader Sep 12, 2022

@Joshua Buison If you are opening the mailbox and you read an email it will not be pulled by JSM.  Are you sure that this is not what is occurring?  

You mean if we read the email or marked it as "read" before JSM reads it, it will not generate a ticket?

Brant Schroeder Community Leader Sep 13, 2022

@Joshua Buison that is correct.  The protocols that Jira uses to retrieve email are industry standard and if an email is marked read it will not pull it.  If you take an email that is marked read and make it unread it will pull it.  Whenever I have seen issues like this in the past it is because the customer is in the inbox reading emails and causing the issue.

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