Summary

Emails sent to your Jira Service Management (JSM) project(s) are not creating issues, or they are not arriving at JSM's email channels.

Test your email channel connection

Errors with your email channel connection can occur for a variety of reasons. To check if your Service Management can receive email requests, test the connection between your Jira Service Management and your email account. To check your email channel connection:

You must be a Jira admin to check the connection. The Test function is only available for custom email channels, not Atlassian email channels. 

1. Choose Settings  > Products.
2. Under Jira Service Management, select Email Requests.
3. Select Actions next to the desired channel > Test connection.

Adjust the global mail settings

You can temporarily adjust the Global email settings to troubleshoot your email channel.

To change the global mail settings:

You must be a Jira admin to check the connection.

1. Choose Settings  > System.
2. Navigate to the Global Mail Settings option.

JSM-related email issues

1. Email address in use
2. Requests are not created or notifications received
3. Requests not created due to too many required fields 
4. No suitable request type for the email channel
5. Archived messages are creating requests
6. Set up a Gmail account
7. Account locks for security - Microsoft Outlook