Troubleshooting issues with the email channel
This page contains information about the errors you might run into when setting up the email channel for your service desk. See the Resolving errors section below for more information about generating an application-specific password (e.g. if 2-factor authentication is enabled for your email account), resolving email connection issues, and ensuring that customers who raise requests by email are correctly notified.
Checking the connection
To troubleshoot 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 > Applications. Scroll down to the Jira Service Desk section and choose Email requests.
- Select Test.
Resolving errors
The following table describes the common errors and provides information about how to resolve them when available.
Symptom | Description and resolution |
---|---|
Setting up the email channel Error message: The email address you entered is currently used by another project's email channel. Please choose another email address. Check out our troubleshooting docs for help resolving the issue. | You can only connect an email address to one service desk project in your Jira Service Desk Cloud site or Server instance. If you try to use the same email address to set up the email channel in another service desk project, you'll receive this error message. You can also receive this error message if you are trying to use multiple email aliases that point to the same email account for multiple service desk email channels. To resolve this:
|
Setting up a Gmail account Error message:
| If you have two-factor authentication enabled for your Gmail account, you'll likely receive this error when entering your login details. Alternatively, Jira Service Desk checks email accounts every minute, causing Gmail to suspect inappropriate usage of this account and lock it for security reasons. To resolve this:
|
Setting up a Yahoo! account Error message:
| If you have two-factor authentication enabled for your Yahoo! account, you'll likely receive this error when entering your login details. 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:
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This message appears on the Email requests page and prevents you from turning on the email channel. To resolve this:
| |