Troubleshooting Issue Creation Via Email
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
1. Is the message reaching the e-mail account?
Have your mail server administrator confirm that e-mail sent to the account JIRA is using is successfully reaching the account's Inbox.
2. Is the Create Or Comment Handler service configured correctly in JIRA?
Please review this guide to confirm this:
Creating Issues and Comments from Email
3. Are permissions set properly?
Does the user submitting the issue have Create Issue permissions in the Permission Scheme? If you are having troubles adding comments, make sure your Issue Security Scheme is not restricting the user's access to the issue.
4. Still not working? Enable debug logging in JIRA:
First, we need to change the com.atlassian package from the WARN logging level to DEBUG. This can be done from the following menu:
Administration -> System -> Logging & Profiling -> Click Edit next to the com.atlassian package
5. Send two e-mails to the email address that JIRA is checking for new issues and comments. Wait 5 minutes and then submit a support request that includes the JIRA logs.
This can be done from the following menu:
Administration -> System -> Support Request
Remember to check the Attach JIRA logs box! Also, please note the e-mail address being used for testing and copy/paste the JIRA service settings for this Create Or Comment handler:
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
forwardEmail: jira-support@atlassian.com
6. Change com.atlassian back from DEBUG to WARN.
Administration -> System -> Logging & Profiling -> Click Edit next to the com.atlassian package
WARNING: Leaving com.atlassian in debug mode will result in VERY large log files!