Problem Statement: I am not able to find Audit Logs for Issues Created and not created via Emails.

Akhil Namdev March 5, 2024

I have configured Server and Email Handlers to create Issues via email received to specific email address, but there are failures, there have been some incidents where email were received but Issues did not get created in JIRA.
I have checked Audit Logs, but Issues creation Event is not there, now I am not able to find:

1. How or whete to check which email did not get processed ?

2. How to add Issues Creation event in the Audit Logs ?

Please help. 

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Akhil Namdev March 5, 2024

Hi @Pedram Mireftekhari Thanks for swif response. Please find the answers below:

Are you talking about Jira Service Management Cloud? -- No, JIRA Software Cloud only

Have you tested you email handler connection? does it work? -- Yes, It's working, but only a few of the emails are getting missed.

Have you added a request type for incoming email issues? -- No Idea

However, I found something, if I am reading the email from mailbox before it gets processed by JIRA for issues creation then it gets missed, If I mark the email as Unread then the same gets processed and issues gets created.

Could you please confirm if this will keep on working like this only, will I have to stop users to read the emails for few mins of reachin ?

Pedram Mireftekhari
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March 5, 2024

Forget request type then, if it is Jira Software.

I assume you followed this documentation for setting up the mail handler and the mail handler type is correct:

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

You can enable Forward email so "If the mail handler has problems processing an email, a status message can be forwarded to a specified email address."

Beside that there could be something with mail handler configuration, try to contact Atlassian support and send screenshots of your configurations. 

Akhil Namdev March 5, 2024

Yes I used this link only, and completed the set up as mentioned in the Google section. May I share the screenshot here ?

Pedram Mireftekhari
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March 5, 2024

I think for this issue, Atlassian support can help you better, good luck!

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Pedram Mireftekhari
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March 5, 2024

Are you talking about Jira Service Management Cloud?

Have you tested you email handler connection? does it work?

Have you added a request type for incoming email issues?

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