Troubleshooting issues with the email channel
This page contains information about the errors and problems that you might run into when setting up the email channel for your service desk.
Checking the connection
To troubleshooting email channel issues, the first thing to do is to check the connection between JIRA Service Desk and your email account. You will see error messages that show you why the email channel does not work for your service desk.
To check the connection:
- Choose
> Add-ons. Scroll down to the JIRA Service Desk section and choose Email settings.
Keyboard shortcut: 'g' + 'g' + start typing 'email settings' - Choose Test.
Resolving errors
The following table describes the common errors and provides information about how to resolve them when available.
| Symptom | Description and resolution |
|---|---|
Gmail Error message:
| JIRA Service Desk checks email accounts every minute. Gmail might suspect inappropriate usage of this account and lock it for security reasons. To resolve this:
|
Microsoft Outlook, POP3 Error message:
| JIRA Service Desk checks email accounts every minute. Microsoft Outlook might suspect inappropriate usage of this account and lock it for security reasons. To resolve this:
|
Gmail accounts, POP3 Requests are created from archived messages. | When JIRA Service Desk checks your email accounts for new messages, it polls the inbox folder. Gmail uses labels to classify messages into categories and only has these folders: Inbox, Sent Mail and Bin (or Trash). This means that the archived messages are still considered as in the inbox folder. With POP3, JIRA Service Desk is not able to identify archived messages by labels and therefore still brings them in as requests. To resolve this:
|
| Customers send emails to create requests, but no requests are created and customers do not receive any notifications. | This problem could be due to one or more of the following causes:
To troubleshoot the issue and resolve it:
|
 | This message appears on the Email settings page and prevents you from turning on the email channel. To resolve this:
|