Jira somtimes does not create tickets from email received

[Joshua Buison]

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.

[Brant Schroeder]

@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?  

[Joshua Buison]

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

[Brant Schroeder]

@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.

[eilon_elphi]

@Brant Schroeder this sounds odd to me;
can you please elaborate on the mark as unread process?

when will the JSM automation pick up that the used-to-be-read email (which didn't trigger a JSM ticket) is now unread, and then triggers the ticket creation?

in other words, when will JSM pull the "read"-changed-to-"unread" email? and how exactly that works?

[Brant Schroeder]

@eilon_elphi JSM looks for unread emails if it is marked read it will not pull it and make and issue out of it.  Yes when JSM pulls the email and creates an issue from it then it marks the message as read in the inbox.

[eilon_elphi]

@Brant Schroeder Thank you for clarifying. 
the behavior you’re describing is not what I am experiencing.

our issue was that for some reason, after a full year of working flawlessly, incoming emails started failing DMARC validation. we disabled the DMARC validation Jira side and the ticket creation regained its functionality. 

moreover, our configuration is actually circumventing the reading-emails problem, because emails are sent to our support email with our domain, in which we have as a member the deficated JSM email as well as the support team human members, which means we never read the emails of the jira email, so we can’t read the emails and prevent JSM from pulling. 

thx!

[Brant Schroeder]

@eilon_elphi Are you using an office 365 mailbox for JSM?

[eilon_elphi]

we use a google workspace email group. and in it we have a "member" which is the provided JSM email. something@atlassian.net etc

no one is monitoring the actual JSM email inbox because it is a member of the google workspace email group, in which we have other "members" which are also using our google workspace domain.