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Mail going out of mail queue, but not creating Issues

When someone mails to issue@(ourdomain), Jira will automatic make a issue for the mail that has been send to it. But there are 2 users which mails are not being transferred to Jira. I can see the mails coming in the Issue@(ourdomain) inbox, and they are being processed etc. but it won't sent it to Jira, we also checked the debugger but that also didnt give any error.

There are 2 users that have this problem, but they have the same rights as everyone else.

 

2021-03-12 14:17:15,809 DEBUG [] Caesium-1-4 ServiceRunner Start running MailProcessor ...
2021-03-12 14:17:15,809 DEBUG [] Caesium-1-4 ServiceRunner Found 1 valid mail channels for processing email(s)
2021-03-12 14:17:15,809 DEBUG [] Caesium-1-4 ServiceRunner Starts processing mail item(s) for mail channel [CHANNEL64d6f7dce239] ...
2021-03-12 14:17:15,809 DEBUG [] Caesium-1-4 ServiceRunner Looking up main handler ...
2021-03-12 14:17:15,809 DEBUG [] Caesium-1-4 ServiceRunner Found main handler [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler]
2021-03-12 14:17:15,809 DEBUG [] Caesium-1-4 ServiceRunner Looking up mail filters ...
2021-03-12 14:17:15,825 DEBUG [] Caesium-1-4 ServiceRunner Found 4 mail filters com.atlassian.jira.mail.processor.api.handler.DeliveryStatusMailFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDSentFromJIRAFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDBulkFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDAutoReplyFilter
2021-03-12 14:17:15,825 DEBUG [] Caesium-1-4 ServiceRunner Finished processing mail item(s) for mail channel [CHANNEL64d6f7dce239]
2021-03-12 14:17:15,825 DEBUG [] Caesium-1-4 ServiceRunner Finish running MailProcessor ...
2021-03-12 14:17:16,215 DEBUG [] Caesium-1-4 ServiceRunner Start running MailPuller ...
2021-03-12 14:17:16,215 DEBUG [] Caesium-1-4 ServiceRunner Found 1 valid mail channels for pulling email(s)
2021-03-12 14:17:16,215 DEBUG [] Caesium-1-4 ServiceRunner Starts pulling email(s) for mail channel [CHANNEL64d6f7dce239] ...
2021-03-12 14:17:16,575 DEBUG [] Caesium-1-4 ServiceRunner Connection to Mail Server established successfully using issue@XXXX.nl
2021-03-12 14:17:16,747 DEBUG [] Caesium-1-4 ServiceRunner Folder opened for READ_WRITE access
2021-03-12 14:17:16,903 DEBUG [] Caesium-1-4 ServiceRunner 0 messages received before [pullFromDate: 1539346205254] are filtered out successfully
2021-03-12 14:17:16,903 DEBUG [] Caesium-1-4 ServiceRunner Found 0 messages for pulling ...
2021-03-12 14:17:16,903 DEBUG [] Caesium-1-4 ServiceRunner Persisted 0 message(s) to database
2021-03-12 14:17:16,981 DEBUG [] Caesium-1-4 ServiceRunner Finished pulling email(s) for mail channel [CHANNEL64d6f7dce239]
2021-03-12 14:17:16,981 DEBUG [] Caesium-1-4 ServiceRunner Found 0 enabled but inactive mail channels to record suspended state
2021-03-12 14:17:16,981 DEBUG [] Caesium-1-4 ServiceRunner Finish running MailPuller ...
2021-03-12 14:18:00,012 DEBUG [] Caesium-1-2 anonymous XXXX mail handler MailFetcherService run() method has been called
2021-03-12 14:18:00,012 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Execution id: 10600
2021-03-12 14:18:00,012 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Removed 0 expired dead letters from store
2021-03-12 14:18:00,012 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Using mail server [com.atlassian.mail.server.impl.PopMailServerImpl@199115a0[id=10200,name=XXXX Issue mail,description=Email connection for XXXX Support,server name=outlook.office365.com,username=issue.XXXX@XXXX.nl,password=***,socks host=<null>,socks port=<null>]]
2021-03-12 14:18:00,012 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Getting session
2021-03-12 14:18:00,012 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Debug messages from JavaMail session initialization will not appear in this log. These messages are sent to standard out.
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Session providers: [[javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Oracle], javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Oracle], javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Oracle], javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Oracle], javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Oracle], javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Oracle]]]
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Session addressMap: [{rfc822=smtp}]
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Getting store from the session using protocol [pop3s]
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG: getProvider() returning javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Oracle]
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.rsetbeforequit: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.disabletop: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.forgettopheaders: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.cachewriteto: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.filecache.enable: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.keepmessagecontent: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.starttls.enable: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.starttls.required: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.finalizecleanclose: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Connecting to mail store to host [outlook.office365.com] and port [995]
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.apop.enable: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.disablecapa: false
2021-03-12 14:18:00,059 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: connecting to host "outlook.office365.com", port 995, isSSL true
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler +OK The Microsoft Exchange POP3 service is ready. [QQBNADQAUABSADAANQBDAEEAMAAwADIAMwAuAGUAdQByAHAAcgBkADAANQAuAHAAcgBvAGQALgBvAHUAdABsAG8AbwBrAC4AYwBvAG0A]
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler CAPA
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler +OK
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler TOP
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler UIDL
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler SASL PLAIN XOAUTH2
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler USER
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler .
2021-03-12 14:18:00,340 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: authentication command trace suppressed
2021-03-12 14:18:00,699 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler DEBUG POP3: authentication command succeeded
2021-03-12 14:18:00,699 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Successfully connected to mail store
2021-03-12 14:18:00,699 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Getting folder [INBOX]
2021-03-12 14:18:00,699 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Got folder [INBOX], now opening it for read/write
2021-03-12 14:18:00,699 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler STAT
2021-03-12 14:18:00,699 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler +OK 0 0
2021-03-12 14:18:00,699 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler NOOP
2021-03-12 14:18:00,715 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler +OK
2021-03-12 14:18:00,715 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler XXXX mail handler[10200]: Found 0 unprocessed message(s) in the pop3s folder
2021-03-12 14:18:00,715 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Closing folder
2021-03-12 14:18:00,715 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler NOOP
2021-03-12 14:18:00,715 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler +OK
2021-03-12 14:18:00,715 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler QUIT
2021-03-12 14:18:00,731 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler +OK Microsoft Exchange Server POP3 server signing off.
2021-03-12 14:18:00,731 DEBUG [XXXX Issue mail] Caesium-1-2 anonymous XXXX mail handler Closing store
2021-03-12 14:18:15,823 DEBUG [] Caesium-1-1 ServiceRunner Start running MailProcessor ...
2021-03-12 14:18:15,823 DEBUG [] Caesium-1-1 ServiceRunner Found 1 valid mail channels for processing email(s)
2021-03-12 14:18:15,823 DEBUG [] Caesium-1-1 ServiceRunner Starts processing mail item(s) for mail channel [CHANNEL64d6f7dce239] ...
2021-03-12 14:18:15,823 DEBUG [] Caesium-1-1 ServiceRunner Looking up main handler ...
2021-03-12 14:18:15,838 DEBUG [] Caesium-1-1 ServiceRunner Found main handler [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler]
2021-03-12 14:18:15,838 DEBUG [] Caesium-1-1 ServiceRunner Looking up mail filters ...
2021-03-12 14:18:15,838 DEBUG [] Caesium-1-1 ServiceRunner Found 4 mail filters com.atlassian.jira.mail.processor.api.handler.DeliveryStatusMailFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDSentFromJIRAFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDBulkFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDAutoReplyFilter
2021-03-12 14:18:15,838 DEBUG [] Caesium-1-1 ServiceRunner Finished processing mail item(s) for mail channel [CHANNEL64d6f7dce239]
2021-03-12 14:18:15,838 DEBUG [] Caesium-1-1 ServiceRunner Finish running MailProcessor ...
2021-03-12 14:18:16,229 DEBUG [] Caesium-1-1 ServiceRunner Start running MailPuller ...
2021-03-12 14:18:16,229 DEBUG [] Caesium-1-1 ServiceRunner Found 1 valid mail channels for pulling email(s)
2021-03-12 14:18:16,229 DEBUG [] Caesium-1-1 ServiceRunner Starts pulling email(s) for mail channel [CHANNEL64d6f7dce239] ...
2021-03-12 14:18:16,620 DEBUG [] Caesium-1-1 ServiceRunner Connection to Mail Server established successfully using issue@XXXX.nl
2021-03-12 14:18:16,808 DEBUG [] Caesium-1-1 ServiceRunner Folder opened for READ_WRITE access
2021-03-12 14:18:17,136 DEBUG [] Caesium-1-1 ServiceRunner 0 messages received before [pullFromDate: 1539346205254] are filtered out successfully
2021-03-12 14:18:17,136 DEBUG [] Caesium-1-1 ServiceRunner Found 1 messages for pulling ...
2021-03-12 14:18:17,136 DEBUG [] Caesium-1-1 ServiceRunner The result of creation some(com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.MailItemDTO@44f93b2f)
2021-03-12 14:18:17,339 DEBUG [] Caesium-1-1 ServiceRunner The result of creation some(com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.MailItemChunkDTO@4cbf60cd)
2021-03-12 14:18:17,339 DEBUG [] Caesium-1-1 ServiceRunner Process message completed. Mark message as READ.
2021-03-12 14:18:17,370 DEBUG [] Caesium-1-1 ServiceRunner Persisted 1 message(s) to database
2021-03-12 14:18:17,433 DEBUG [] Caesium-1-1 ServiceRunner Finished pulling email(s) for mail channel [CHANNEL64d6f7dce239]
2021-03-12 14:18:17,433 DEBUG [] Caesium-1-1 ServiceRunner Found 0 enabled but inactive mail channels to record suspended state
2021-03-12 14:18:17,433 DEBUG [] Caesium-1-1 ServiceRunner Finish running MailPuller ...
2021-03-12 14:19:00,004 DEBUG [] Caesium-1-3 anonymous XXXX mail handler MailFetcherService run() method has been called
2021-03-12 14:19:00,004 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Execution id: 10600
2021-03-12 14:19:00,004 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Removed 0 expired dead letters from store
2021-03-12 14:19:00,004 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Using mail server [com.atlassian.mail.server.impl.PopMailServerImpl@49c3e31b[id=10200,name=XXXX Issue mail,description=Email connection for XXXX Support,server name=outlook.office365.com,username=issue.XXXX@XXXX.nl,password=***,socks host=<null>,socks port=<null>]]
2021-03-12 14:19:00,004 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Getting session
2021-03-12 14:19:00,004 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Debug messages from JavaMail session initialization will not appear in this log. These messages are sent to standard out.
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Session providers: [[javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Oracle], javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Oracle], javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Oracle], javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Oracle], javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Oracle], javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Oracle]]]
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Session addressMap: [{rfc822=smtp}]
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Getting store from the session using protocol [pop3s]
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG: getProvider() returning javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Oracle]
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.rsetbeforequit: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.disabletop: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.forgettopheaders: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.cachewriteto: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.filecache.enable: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.keepmessagecontent: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.starttls.enable: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.starttls.required: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.finalizecleanclose: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Connecting to mail store to host [outlook.office365.com] and port [995]
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.apop.enable: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: mail.pop3s.disablecapa: false
2021-03-12 14:19:00,051 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: connecting to host "outlook.office365.com", port 995, isSSL true
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler +OK The Microsoft Exchange POP3 service is ready. [QQBNADAAUABSADAAMgBDAEEAMAAwADEANgAuAGUAdQByAHAAcgBkADAAMgAuAHAAcgBvAGQALgBvAHUAdABsAG8AbwBrAC4AYwBvAG0A]
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler CAPA
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler +OK
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler TOP
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler UIDL
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler SASL PLAIN XOAUTH2
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler USER
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler .
2021-03-12 14:19:00,129 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: authentication command trace suppressed
2021-03-12 14:19:00,550 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler DEBUG POP3: authentication command succeeded
2021-03-12 14:19:00,550 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Successfully connected to mail store
2021-03-12 14:19:00,550 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Getting folder [INBOX]
2021-03-12 14:19:00,550 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Got folder [INBOX], now opening it for read/write
2021-03-12 14:19:00,550 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler STAT
2021-03-12 14:19:00,644 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler +OK 0 0
2021-03-12 14:19:00,644 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler NOOP
2021-03-12 14:19:00,644 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler +OK
2021-03-12 14:19:00,644 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler XXXX mail handler[10200]: Found 0 unprocessed message(s) in the pop3s folder
2021-03-12 14:19:00,644 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Closing folder
2021-03-12 14:19:00,644 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler NOOP
2021-03-12 14:19:00,660 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler +OK
2021-03-12 14:19:00,660 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler QUIT
2021-03-12 14:19:00,660 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler +OK Microsoft Exchange Server POP3 server signing off.
2021-03-12 14:19:00,660 DEBUG [XXXX Issue mail] Caesium-1-3 anonymous XXXX mail handler Closing store
2021-03-12 14:19:15,836 DEBUG [] Caesium-1-2 ServiceRunner Start running MailProcessor ...
2021-03-12 14:19:15,836 DEBUG [] Caesium-1-2 ServiceRunner Found 1 valid mail channels for processing email(s)
2021-03-12 14:19:15,836 DEBUG [] Caesium-1-2 ServiceRunner Starts processing mail item(s) for mail channel [CHANNEL64d6f7dce239] ...
2021-03-12 14:19:15,836 DEBUG [] Caesium-1-2 ServiceRunner Looking up main handler ...
2021-03-12 14:19:15,836 DEBUG [] Caesium-1-2 ServiceRunner Found main handler [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler]
2021-03-12 14:19:15,836 DEBUG [] Caesium-1-2 ServiceRunner Looking up mail filters ...
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Found 4 mail filters com.atlassian.jira.mail.processor.api.handler.DeliveryStatusMailFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDSentFromJIRAFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDBulkFilter, com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDAutoReplyFilter
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Starts processing mail item [id: 5020] ...
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Checking if mail item [id: 5020] is a mail loop ...
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Filtering message [message number: 0] using mail filter [com.atlassian.jira.mail.processor.api.handler.DeliveryStatusMailFilter]...
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Finished filtering message [message number: 0] using mail filter [com.atlassian.jira.mail.processor.api.handler.DeliveryStatusMailFilter]
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDSentFromJIRAFilter]...
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Finished filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDSentFromJIRAFilter]
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDBulkFilter]...
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Finished filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDBulkFilter]
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDAutoReplyFilter]...
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Finished filtering message [message number: 0] using mail filter [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.filter.SDAutoReplyFilter]
2021-03-12 14:19:15,851 DEBUG [] Caesium-1-2 ServiceRunner Handling message [message number: 0] using main handler [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler]...
2021-03-12 14:19:16,242 DEBUG [] Caesium-1-4 ServiceRunner Start running MailPuller ...
2021-03-12 14:19:16,242 DEBUG [] Caesium-1-4 ServiceRunner Found 1 valid mail channels for pulling email(s)
2021-03-12 14:19:16,242 DEBUG [] Caesium-1-4 ServiceRunner Starts pulling email(s) for mail channel [CHANNEL64d6f7dce239] ...
2021-03-12 14:19:16,383 DEBUG [] Caesium-1-2 anonymous Finished handling message [message number: 0] using main handler [com.atlassian.servicedesk.internal.feature.emailchannel.emailplatform.handler.SDMailHandler]
2021-03-12 14:19:16,398 DEBUG [] Caesium-1-2 anonymous The result of creation some(com.atlassian.jira.internal.mail.processor.feature.audit.mailitem.MailItemAuditDTO@5f506bd0)
2021-03-12 14:19:16,398 DEBUG [] Caesium-1-2 anonymous Updating mail item status to [PROCESSED] ...
2021-03-12 14:19:16,414 DEBUG [] Caesium-1-2 anonymous Finished processing mail item [id: 5020] ...
2021-03-12 14:19:16,414 DEBUG [] Caesium-1-2 anonymous Finished processing mail item(s) for mail channel [CHANNEL64d6f7dce239]
2021-03-12 14:19:16,414 DEBUG [] Caesium-1-2 anonymous Finish running MailProcessor ...
2021-03-12 14:19:16,679 DEBUG [] Caesium-1-4 ServiceRunner Connection to Mail Server established successfully using issue@XXXX.nl
2021-03-12 14:19:16,867 DEBUG [] Caesium-1-4 ServiceRunner Folder opened for READ_WRITE access
2021-03-12 14:19:17,023 DEBUG [] Caesium-1-4 ServiceRunner 0 messages received before [pullFromDate: 1539346205254] are filtered out successfully
2021-03-12 14:19:17,023 DEBUG [] Caesium-1-4 ServiceRunner Found 0 messages for pulling ...
2021-03-12 14:19:17,023 DEBUG [] Caesium-1-4 ServiceRunner Persisted 0 message(s) to database
2021-03-12 14:19:17,117 DEBUG [] Caesium-1-4 ServiceRunner Finished pulling email(s) for mail channel [CHANNEL64d6f7dce239]
2021-03-12 14:19:17,117 DEBUG [] Caesium-1-4 ServiceRunner Found 0 enabled but inactive mail channels to record suspended state
2021-03-12 14:19:17,117 DEBUG [] Caesium-1-4 ServiceRunner Finish running MailPuller ...

1 answer

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Answer accepted
Olga Videc Community Leader Mar 15, 2021

Hello Marko, 

Have you checked your Service Desk log.

To check it go to Jira Administration -> Applications -> Under Jira Service Desk open Email Requests.

First, you'll see SD permissions scroll down there you will see you all service desk projects and email associated and you will find View log column on the right, open that, processing log 

if the email was dropped you will find the reason there.

BR, Olga

Thank you for the reaction, we found the logs and they tell the following:

Your request could not be created. Please check the fields have been correctly filled in.  'duedate'

 

Do you know how we can change this? since we don't use due dates in the mails.

Olga Videc Community Leader Mar 15, 2021

Can you check your Service Request required fields.

It works normally for all other customers? 

Also, the description can't be empty, you can't send empty mail.

BR, Olga

Like Marko likes this

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