Outgoing mail configuration is not working

[Julius Cezar Ariones]

We cannot receive email requests.

[Trudy Claspill]

Hello @Julius Cezar Ariones 

Welcome to the Atlassian community.

Please provide more information.

The title of your post says "outgoing email" but the body of your post says "receive email requests". Is the problem related to creating issues from emails sent to an address? Or is the problem that email notifications about actions happening in Jira are not being received by the expected recipients?

[Julius Cezar Ariones]

We are using the free version of JIRA ITSM(Cloud), the outgoing email option is not configurable. And we are not receiving emails sent on the assigned external email account assigned.

[Trudy Claspill]

Hello @Julius Cezar Ariones 

I'm sorry, but I'm not sure I understand.

When you say "outgoing mail option is not configurable", can you provide a screen image of what you are viewing in Jira? If this was configurable, what do you expect would then occur?

When you say you are not receiving emails sent on the assigned external email account, who is the sender of those emails? What do you expect the result to be when those emails are sent?

[Julius Cezar Ariones]

We are not receiving all emailed request issues, So if  I can check the setting of the outgoing email. What do you think is the problem?

[Trudy Claspill]

The Outgoing Email configuration determines only whether or not emails generated by the Notifications configurations for projects. If it is set to Disabled, there will be no emails sent by Jira to interested parties due to the activities in Jira that would normally result in such emails.

The second screen image is from Project Settings for a specific Jira Service Management project. Those are emails to which your Customers send messages in order to create requests in the service management project. What evidence do you have that emails have been sent to those emails? Have you clicked the View Logs option to review the information available there?

[Julius Cezar Ariones]

Here are the logs.

[Trudy Claspill]

It appears that 6-7 days ago your Jira system was able to get emails sent to those emails addresses. Do the logs go back that far?

Which log goes with which email address?

Reviewing the image in your previous response, I believe the first email in the image must be an email account set up in your own email service provider. To have Jira connect to that account you would have had to enter configuration information telling Jira where to find the account and a password to use to access that account. Based on that I believe the second log you showed goes with the first email address. The log is indicating intermittent connectivity issues. You need to investigate and resolve those issues. Nothing in the log indicates that any emails have actually been sent to that email.

That means the second email address shown goes with the first log you showed. That log states the problem - too many required fields. You must associate the email address to a request type that requires no more than the Summary and Description fields. The email handler cannot parse the incoming email to add data to any other required fields in the request type. If the fields are not filled in the request cannot be created. The fact that those error messages are shown indicates that the email has been received, but can't be converted into a new request.