Slow incoming email?

[Nathan Hurst]

Why does JIRA take so long to receive incoming emails that create tickets in our account? On average, JIRA receives the emails 30 to 40 mins after they are sent, where the actual mail account inbox receives the emails within a couple of minutes.

Even setting the incoming email check to every minute has no effect.

Any ideas?

[Nathan Hurst · Accepted solution]

Fixed this issue by creating another Incoming Email Handler. Something must have been currupted or just plain wrong with the configured setup of the initial email handler.

[AT]

In the past, the emails sent to one of our mailboxes were collected sporadically. We realized that the problem was due to IBM Lotus Domino.

When Jira connects to our system the connection is established with a standard POP3 handshake and Domino indicates the number of messages present. Then Jira is issuing the TOP command to read the first 3 lines of the messages before they are downloaded however this is marking the messages as read. Then when Jira issues the RETR command because the messages are marked read they are not downloaded.

To overcome this we have reconfigured Domino to not permit the TOP command to mark the messages as READ. As a result we have managed to send several test messages successfully.

In addition, it seams that Domino does not support a time interval which is less than 5 minutes. So, we have set the incoming email check every 10 minutes.

[Mauro Badii]

Hi Nathan,

The cause for that is usually that mail servers rejects Atlassian OnDemand connections for spam or other reasons until the connection finally is accepted and the email is delivered.

This gets solved by adding to the whitelist the IP ranges on this page: What is the IP address range used by OnDemand?

If after doing so you don't see any changes please log an issue at support.atlassian.net so we can investigate further.

Cheers!

[Nathan Hurst]

Thanks Mauro. I'll take a look and see if that improves things for us.