Troubleshooting Jira incoming mail handler issues

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

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


The purpose of this KB article is to provide some diagnostic steps that can be followed to troubleshoot issues with Jira Incoming Mail Handlers configured in ⚙ > System > Incoming Mail, such as:

  • New Jira issues are not created from incoming emails
  • Comments are not added to existing Jira issues from incoming emails


Begin with the initial assessment, and proceed to the advanced assessment if further diagnosis is required.

Initial Assessment

  1. Check to see if the message reaching the e-mail account. Have your mail server administrator confirm that e-mail sent to the JIRA application account is successfully reaching the account's Inbox.
  2. Check that the Create Or Comment Handler service configured correctly in the JIRA application. Please review Creating Issues and Comments from Email to assess this.
  3. Check that the permissions are set properly. Does the user submitting the issue have Create Issue permissions in the Permission Scheme? If you are having trouble adding comments, make sure your Issue Security Scheme is not restricting the user's access to the issue.

Advanced Assessment

  1. Enable debug logging in the JIRA application.
    1. Go to Logging and Profiling
    2. Click Enable for either incoming or outgoing mail logging and also Enable Debugging, depending on if you are troubleshooting incoming or outgoing mail.
      1. Alternate method: If these options are unavailable add DEBUG level for log packages com.atlassian.mail (for outgoing) and/or com.atlassian.mail.incoming (for incoming)
  2. Send two e-mails to the email address that your JIRA application is checking for new issues and comments. Wait 5 minutes and then submit a support request that includes the JIRA application logs. This can be done from the following menu:
    Administration -> System -> Services

    Example of Service Info

    handler: Create Or Comment Handler
    popserver: POP server - JSP
    handler.params: project=JSP, issuetype=1, createusers=true, stripquotes=true, bulk=forward
    usessl: No SSL

     Remember to check the Attach JIRA application logs box! Also, please note the e-mail address being used for testing and copy/paste the JIRA application service settings for this Create Or Comment handler.

  3. Disable debug level logging for mail on Logging and Profiling

    a. If using alternate method add log package again and set to WARN

Need blackbelt mail logging?

These resources can really help experts and full-time dedicated staff to do root-cause analysis:

Common Causes for mail and mail handlers issues

Expand the titles below to see the common causes for mail and mail handler issues:

Check known Mail and Mail Handlers issues from our Knowledge Base

Last modified on May 24, 2023

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