Greetings,
I've had several users reporting an issue not being automatically created via an incoming email message.
The reports started coming in after the Jira instance was upgraded in the following manner:
- Jira Core 8.5.0 -> Jira Core 8.13.9 -> Jira Core 8.17.1
- Jira Software 8.5.0 -> Jira Software 8.13.9 -> Jira Software 8.17.1
- Jira Service Desk 8.5.0 -> Jira Service Desk 8.13.9 -> Jira Service Management 8.17.1
Other specifications:
- Linux environment
- On-premise Jira instance
- JSM open to public requests
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Report 1
The problem manifests itself in this manner
- Email received from client.
- Client was replying to an existing issue.
- JSM agent team is notified via Slack (custom automation rules for Slack) that a new issue has been opened with ticket ID ISD-2081.
- ISD-2081 is an already existing issue which is tied to another customer account (different reporter).
- Jira Slack message is noted, as well as an email message notifying the Jira SM team.
- Email log checked, it is evident the email was not processed properly as it is missing from the email log.
Expected behaviour
- Jira email handler should have added a new comment on the issue the customer was replying to (ISD-2086) based on the incoming email message.
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Report 2
The problem manifests itself in this manner
- Email received from client.
- Email should have opened up a new Jira request.
- JSM agent team is notified via Slack (custom automation rules for Slack) that a new issue has been opened with ticket ID ISD-2082.
- ISD-2082 is an already existing issue which is tied to another customer account (different reporter).
- Jira Slack message is noted, as well as an email message notifying the Jira SM team.
- Email log checked, it is evident the email was not processed properly as it is missing from the email log.
Expected behaviour
- Jira email handler should have created a new Jira request (ticket, ISD-2095) based on the incoming email message.
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I'm having trouble isolating the issue since it happens sporadically.
I've looked through existing bug reports but have not found a similar issue to mine.
Hoping for insights into as to where and how I can track down the culprit.
