How to troubleshoot issues with the email channel

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This article only applies to Atlassian's cloud productsLearn more about the differences between cloud and server.

To learn more about how Jira Service Management processes incoming email requests and things to keep in mind, see

How does Jira Service Management process email requests?


Purpose

This article details how to troubleshoot issues with the email channel in Jira Service Management. It is targeting why emails are not getting to Jira Service Management.

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 emails requests, test the connection between your Jira Service Management and your email accountTo check your email channel connection:

You must be a Jira admin to check the connection.

  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:

Prerequisite - You must be a Jira admin to check the connection.

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


Error - Email address in use

Message

The email address you entered is currently used by another project's email channel.

Resolution

Make sure each of your Service Management projects has a unique email account. An email account can't connect with multiple Service Management projects.

You can also receive this message if you're trying to use multiple email aliases that point to the same email account for multiple Service Management project email channels.


Error - Requests are not created or notifications received

Description

Customers are emailing requests that are not arriving in your queues. They also are not receiving notifications.

Resolution

To troubleshoot why requests are nott created or notifications received:

  1. Check the email connection.

  2. Verify that the customer has permission to email your Service Management project.

  3. Verify that the default request type for the email channel has visible Summary and Description fields.

  4. Verify that the Email puller is on in Global mail settings.

  • If the associated email inbox is in Office 365, it might be because an attachment on the request is larger than 2MB. This is a known issue with Office 365. To resolve it, try resizing the attachment.

  • If the associated email is AOL, the AOL mail server might reject the mail. This is because the Atlassian Cloud mail server is not a fully-qualified domain name (FQDN). We recommend that you don't use AOL email addresses with your Service Management project.


Error - Requests not created due to too many required fields 

Message

Configured request type has too many visible required fields.

Resolution 

This issue can surface when fields other than the Summary (Subject) and Description (Body) are marked as required for the request type used by the email channel. To resolve this issue:

  1. Within your Service Management project, navigate to Project Settings  > Request types.
  2. Identify and select the request type used by the Email channels 
  3. Select Request form.
  4. Confirm that only the Subject or Body fields are marked as Required.
  5. If other fields are marked as Required, adjust the value within the Required column to No and click the update button to save your changes.


Error - No suitable request type for the email channel

Message

No suitable request type for the email channel. You will select the default request type assigned to requests created from the email channel during the setup. However, no existing request types are suitable for email requests. A suitable request type must have both the Summary and Description fields as visible fields and all the other visible fields, if any, must be optional. If you want to enable the email channel, add a new request type that meets the criteria or modify an existing one on the Request types page.

Resolution

To troubleshoot why there are no suitable request types for the email channel:

  1. In your Service Management project, select Project Settings > Request types.

  2. Add a new request type or choose an existing one.

  3. Select Edit fields.

  4. Make sure both the Summary and Description fields are added and marked as Visible. Add an Attachment field and mark it as not Required.

  5. Select Save, then head back to Project settings > Email requests.


Error - Archived messages are creating requests

Description
When Jira Service Management checks your email accounts for new messages, it polls the inbox folder. Gmail uses labels to classify messages into categories and only has the following folders:

  • Inbox

  • Sent Mail

  • Bin (or Trash)

This means that the archived messages are treated like they're in the inbox folder. With POP3, Jira Service Management is not able to identify archived messages by labels and therefore still brings them in as requests.

Resolution

Use IMAP instead, or reconnect with OAuth by clicking on the Microsoft logo.


Error - Set up a Gmail account

Message:

Unfortunately Jira couldn't connect to the mail server. Here is what the mail server said: "[ALERT] Please log in via your web browser:http://support.google.com/mail/accounts/bin/answer.py?answer=78754(Failure)"

Resolution:

Create an application-specific password for Jira Service Management in your Gmail account settings.


Error - Account locks for security - Microsoft Outlook

Message:

Unfortunately, Jira Service Management couldn't connect to the mail server. Here is what the mail server said: "STAT command failed: Exceeded the login limit for a 15 minute period. Reduce the frequency of requests to the POP3 server.

Resolution:

Jira Service Management checks email accounts every minute. Microsoft Outlook might suspect inappropriate usage of this account and lock it for security reasons. To resolve this, use IMAP instead, or reconnect with OAuth by clicking on the Microsoft logo.


Last modified on Mar 9, 2022

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