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Incoming Mail Handler is not working

I have setup a mail server and authenticated the service using Google OAuth. 


I am now trying to setup a mail handler but I'm running into some strange issues when I test the handler. Here are some basics before I get to the error message:


  • Mail server has already been authenticated
  • Mail Handler Type: create a new issue from each email message
  • Folder name: {folder name} (FWIW this is a Gmail label, not actually a folder. I do have IMAP enabled on this Gmail account. And I have also tried without the folder designation and get the same results)

I have specified the project, issuetype. No catch email address, not creating users, and I have specified a default reporter (me) and I have verified that I have create access to the specified project and issuetype.

When I run the test I get the error "No messages in mailbox" and when I click on the "More details" hyperlink here is what I see (screenshot). These are the test emails that have been already been filtered by the label I created in Gmail. So it looks like the mail handler is accessing the folder I have specified and finding the emails, but it's telling me there are no messages. Does anyone know what I might be doing wrong here?

For what it's worth - I went ahead and saved the rule and sent more test emails, but no tickets have been created, so there's clearly still an error somewhere. Thanks for the help!

Screenshot 2023-05-24 153929.png

1 answer

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Graham Twine
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May 24, 2023

Hello @David Sunderland 


Are the mails in the inbox in a 'read' state?

Try making an email as unread if so and run the test again.

Hi @Graham Twine - These are all unread emails. I sent them fresh for testing and have not touched them. It's strange because the system is identifying the exact emails I want handled, and the log even says it's creating an issue. I don't understand why these are failing. 

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