Error to import task email

[Diego Olaso - Sistemas - Ext. 123]

We have a problem for a few days. Jira doesn't import task emails from mail. When i try to test the connection to the gmail account, it's OK. When i try to force the import email, i see this error "Mail Disabled".

But the incoming and outgoing email are correct.

See the atachment.

Thanks a lot,

Diego Olaso Faus

IT Department

[Shannon S]

Diego,

it looks like you might be using a 3rd-party add-on for your mail handler. Can you confirm if the built-in handler exhibits the same behavior?

Regards,

Shannon

[Diego Olaso - Sistemas - Ext. 123]

Hi Shannon, i have the same problem disabling the third-party addon JEditor.

The error is the same: "Mail is disabled"

[Shannon S]

Diego,

It might be that the administrator has disabled the mail using a property.

Have a look at this: Setting properties and options on startup

Mail property

Notes

-Datlassian.mail.senddisabled 
-Datlassian.mail.fetchdisabled 
-Datlassian.mail.popdisabled

Set to 'true' to disable mail. In Linux setenv.sh, there is a pre-existing flag to uncomment.

• Migrating Jira to another server

• Notifications Are Issued for Incorrect Issues

If this is the case, you need to stop Jira, edit the file to remove the property, and then restart Jira. You may need to consult your admin to make the changes.

Regards,

Shannon

[Diego Olaso - Sistemas - Ext. 123]

Hello Shannon,

Ok. I'm going to review the property you told me. Thanks a lot!!

[Diego Olaso - Sistemas - Ext. 123]

Hi Shannon,
in my server:

-Datlassian.mail.senddisabled 
-Datlassian.mail.fetchdisabled 
-Datlassian.mail.popdisabled

is False in all of previous properties.

I try to update software jira and jira core?

[Shannon S]

Diego,

Thank you for checking. One more place you can check is the page below, and see what's listed there:

JIRA-URL/secure/admin/GlobalMailSettings.jspa

Otherwise, we'll need to create a support ticket so we can look at your logs. But please note in that case we will be troubleshooting your built-in Jira mail handler settings and not the add-on that you're using in your example. 

Regards,

Shannon

[Diego Olaso - Sistemas - Ext. 123]

Hi Shannon,

I've talked to the server administrator, and that file "/GlobalMailSettings.jspa" is not in the server.

[Shannon S]

Diego,

You can also access them this way:

1. Choose the Jira icon  >  Settings >  System.
2. Under Mail, select Global mail settings.

Regards,

Shannon

[Diego Olaso - Sistemas - Ext. 123]

Hi Shannon,

If we open a ticket, could you connect to our server to check it?

[Shannon S]

Diego,

We won't be able to connect to your server directly, but you'd be able to send us your server logs so we can see what the problem might be.

Let me know if you want me to create that ticket for you. I'd just need you to verify your working hours.

Regards,

Shannon

[Diego Olaso - Sistemas - Ext. 123]

hello shannon,

tell me an email to send you the log for the server?

[Shannon S]

Diego,

You can paste the part that occurs during the error here in your community discussion.

If you want to send your entire log file then I need to create the support ticket for you and I'd need to know your working hours.

Shannon

[Diego Olaso - Sistemas - Ext. 123]

Ok Shannon, open a ticket please. My working hours are:

07:00-14:00 and 16:00-18:00 GMT +1

[Shannon S]

Thank you, Diego,

I went ahead and created a support ticket for you.

Can you trigger the error again from the Jira internal email settings and NOT the 3rd party add-on, and then send us the full support zip by uploading to:

• http://transfer.atlassian.io/

Thank you!
Shannon

[Tobias Haak]

Hi, did you find any solution? I am facing the same problem here...

Thanks!

[Shannon S]

Hello Tobias,

Thank you for reaching out!

After some troubleshooting on this case, we found another thread in Community that seemed to resolve for Diego.

• Email puller disabled after using Maintenance Mode for Jira

Particularly:

Problem solved!

I,ve ran this query:

UPDATE propertynumber SET propertyvalue=0 WHERE ID=(SELECT ID FROM propertyentry WHERE ENTITY_NAME='jira.properties' AND ENTITY_ID=1 AND PROPERTY_KEY='jira.mail.fetch.disabled');

and restarted JIRA. Email puller is now working :)

Thanks @Andy Heinzer for pointing  right direction.

Could you test that and see if it works for you?

Regards,

Shannon