our of our projects is creating issues with wrong issue numbers. I mean we had issues at 2877 last week and all of a sudden new issues are being created as 7010..next sample issue at 7056 and next sample issue at 7086... It is affecting only one project and rest of the projects appear to be fine (atleast for now) .. We are using email handler to create new emails in this project in addition to regular issue creation.. I suspect its beacuse of email handler since that is the only project that uses email handler.. Please help

1 answer

1 accepted

The last time I saw this, issue creation via email was failing due to an email in the mail handler's inbox that it couldn't process (due to some invalid characters of some kind, I believe).  This caused JIRA to keep re-attempting, with each attempt consuming a sequence number.

To resolve that, one can either log in to the email account and delete the email (JIRA logs will show which one, but I'd imagine it should be the oldest one in the inbox), or else disable creation temporarily, and let the email handler consume all of the messages as updates only.  That should cause it to drop the one that is failing and consuming sequences.

For the record, I consider this a bug, somewhat.  If JIRA fails to consume a message, it should probably delete it, or move it to an investigation folder.  Beyond that, it shouldn't consume a sequence number unless creation succeeds.

Thanks Jeremy. Let me check those settings and get back to you if it works.

This is working fine now. @Jeremy Gaudet do you happen to see any documentation outlining this problem? i have to maintain documentation to show why I diabled email handler.

I found another troubleshooting session that encountered it, but didn't look for documentation.  It's just a "thing".  I didn't file a bug against the mail handler blocking on an email, or consuming sequence numbers, unfortunately.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,296 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot