JIRA Email Handler Intermittently Not Creating or Updating Issues

Still need help?

The Atlassian Community is here for you.

Ask the community


JIRA Email Handler is intermittently not creating or updating Issues due to being included in a Company Wide Mailing List



  • Custom created JIRA Mail Handler from an external Mailbox
    • Mail Handler is configured to not create new accounts based on Email
    • Company Wide Mailing List Sender is not a JIRA User

Diagnostic Steps

  • Navigate to Incoming Mail settings (g+g > Incoming Mail)
  • Edit the Mail Handler for the Project where issues are not being created/updated
    • Click Next > Test
    • A message should appear at the bottom of the popup indicating how may messages are in the mailbox; click More details...
    • Test Results should show how many unprocessed messages are in the mailbox and list the results of the first 10 messages tested
      • Of the messages shown in the Test, all were from the Company Wide Mailing List


The JIRA Mail Handler address was included in a Company Wide Mailing list and impedes the mail flow and processing of actual emails that would create/update issues


The JIRA Email Handler should not be included in any Company Wide Mailing list.  Messages sent from a Company Wide Mailing List need to be purged from the mailbox to resume normal mail flow and processing by JIRA

Workaround #1

Remove the JIRA Email Handler from the Company Wide Mailing List(s)

Workaround #2

Create a Rule or Filter which deletes the emails sent by the Company Wide Mailing List(s)

Last modified on Feb 19, 2016

Was this helpful?

Provide feedback about this article
Powered by Confluence and Scroll Viewport.