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Some emails don't create issues in Jira Service Management

Very scary problem as I only recently noticed.  Some incoming emails are not being picked up by jira (not even visible in the log) and thus not creating new ticket in JSM

Our mail domain is handled through Google and in the logs over there I can see the mails are actually delivered 

Dec 15, 2020, 12:42 Received from an SMTP client with IP address: (TLS enabled) 

Dec 15, 2020, 12:42 Delivered to an SMTP serverNo Error 

Dec 15, 2020, 12:42 Delivered to an SMTP server with IP address: (TLS enabled)

I've added now some config to both deliver the incoming emails to my mailbox and to Jira and can confirm that it looks like really random behaviour...

  • all emails are delivered to Jira
  • but only some are shown in the logs and eventually in the ticket list (or are deleted because of spam, which is correct) 
  • some others (from real customers) do no appear in the logs nor tickets list

JSM is set up at our side to accept mails from everyone without having an account (and it is proven to be working as one of the mails that got through was coming from a new contact) 

This is very inconvenient as we rely on JSM for customer interactions and we think responsiveness is major quality in this.  Please advice! 


1 answer

0 votes
Jack Community Leader Dec 15, 2020

Hi @Tim Bertens , so how have you confirmed your first bullet if not via the logs? This one may be one for Atlassian Support as it may take someone logging in to dig into detailed logs that we (Community) don't have access to.

Well yeah, that is based on the logs I can find myself in Google Admin Center.  I'll submit it to support, indeed a better spot

Jack Community Leader Dec 15, 2020

please keep us posted! I'm intrigued for sure.

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