Issues sent to our support email take hours to appear as issues in Jira

We have a Jira instance with one project we use as a service desk. User email "servicedesk@ourcompany.com" with issue where some one in our team triages the issue and sends it to the relevant team or individual. However it can take anything up to 2-3 hours for a ticket to appear and up to an hour for updates to that ticket to appear as watcher notifications. Any idea what is going on. Our SMTP service is Google if that helps.

Jim

2 answers

0 vote
Timothy Chin Community Champion Sep 05, 2013

What's the delay on the service that creates the JIRA issues?

Around 2-3 hours, ticket goes via google apps and the email turns up in our inbox almost instantly but the ticket isn't created until 2-3 hours later.

Henning Tietgens Community Champion Sep 05, 2013

I think the question is, in which intervall runs the email handler in JIRA? You could look that up by typing gg, than "Mail Handler" and than open the incoming mail administration section. Take a look at the "Delay" of the configured mail handler.

0 vote
Richie Gee Atlassian Team Sep 05, 2013

Hi there,

I have created a knowledge base on troubleshooting related problem link below, see if you are able to identify what is the root cause and work around it?

https://confluence.atlassian.com/display/JIRAKB/Notification+Mail+Slow+to+Arrive+or+Having+Huge+Delay

Hope this helps, let me know how this goes :) cheers

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