How to troubleshoot issues with the email channel

Still need help?

The Atlassian Community is here for you.

Ask the community

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


Purpose

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


Test your email channel connection

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

To check your email channel connection:

You must be a Jira admin to check the connection.

  1. Choose Jira icon > Jira settings > Products.

  2. Under Jira Service Desk, select Email requests.

  3. Select Test.


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 Jira icon > Jira settings.

  2. Go to System > Global Mail Settings.


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 desk projects has a unique email account. An email account can't connect with multiple service desks.

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 desk email channels.


Error - Requests aren't created or notifications received

Description

Customers are emailing requests that aren't arriving in your queues. They also aren't receiving notifications.

Resolution

To troubleshoot why requests aren't created or notifications received:

  1. Check the email connection.

  2. Verify that the customer has permission to email your service desk.

  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 desk.


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 desk 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 Desk 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 Desk is not able to identify archived messages by labels and therefore still brings them in as requests.

Resolution

Use IMAP instead.


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 Desk in your Gmail account settings.


Error - Account locks for security - Microsoft Outlook

Message:

Unfortunately, Jira Service Desk 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 Desk 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.


Last modified on Jun 24, 2019

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.