Create an issue from email - stopped working

Question

Our intake via email stopped working, and worked just a week ago. I'm looking to understand things to troubleshoot or any updates on service degradation.

Trudy P Claspill · Answer

Hello @Lindsay Germain

Did you already check the troubleshooting steps in this article?

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Have you checked the email inbox to see if the emails are still there? If the emails are not still there, and JIRA is still deleting them, then JIRA is trying to process them. If they are still there, then JIRA is not processing them at all.

Carlos Garcia Navarro · Answer

Hi @Lindsay Germain ,

This document has a short section on troubleshooting, did you check these steps?

Troubleshooting

* Make sure the  default reporter has create issue permission.
* Ensure message sent date is within 7 days. Emails with a sent date that's older than 7 days won't be processed.
* It's expected that HTML/Rich Text formatting is not processed correctly by Jira. The email comment handler is designed to do plain text conversion.

Whenever you create a new mail handler, or edit an existing one, you should test its configuration to ensure it works as expected.