Problem

JIRA Email Handler is intermittently not creating or updating Issues due to being included in a Company Wide Mailing List

Diagnosis

Environment

• Custom created JIRA Mail Handler from an external Mailbox
  • Mail Handler is configured to not create new accounts based on Email
  • Company Wide Mailing List Sender is not a JIRA User

Diagnostic Steps

• Navigate to Incoming Mail settings (g+g > Incoming Mail)
• Edit the Mail Handler for the Project where issues are not being created/updated
  • Click Next > Test
  • A message should appear at the bottom of the popup indicating how may messages are in the mailbox; click More details...
  • Test Results should show how many unprocessed messages are in the mailbox and list the results of the first 10 messages tested
    • Of the messages shown in the Test, all were from the Company Wide Mailing List

Cause

The JIRA Mail Handler address was included in a Company Wide Mailing list and impedes the mail flow and processing of actual emails that would create/update issues

Workaround

The JIRA Email Handler should not be included in any Company Wide Mailing list.  Messages sent from a Company Wide Mailing List need to be purged from the mailbox to resume normal mail flow and processing by JIRA