JIRA Email Handler Intermittently Not Creating or Updating Issues
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Problem
JIRA Email Handler is intermittently not creating or updating Issues due to being included in a Company Wide Mailing List
Diagnosis
Environment
- 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
Cause
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
Workaround
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)