Troubleshooting issues with the email channel

On this page

This page contains information about the errors and problems that you might run into when setting up the email channel for your service desk. 

Checking the connection

To troubleshooting email channel issues, the first thing to do is to check the connection between JIRA Service Desk and your email account. You will see error messages that show you why the email channel does not work for your service desk.

To check the connection:

  1. Choose > Add-ons. Scroll down to the JIRA Service Desk section and choose Email settings.

    (tick) Keyboard shortcut'g' + 'g' + start typing 'email settings'

  2. Choose Test

 

Resolving errors

The following table describes the common errors and provides information about how to resolve them when available.

Symptom Description and resolution

Gmail

Error message:

Unfortunately JIRA Service Desk 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)

JIRA Service Desk checks email accounts every minute. Gmail might suspect inappropriate usage of this account and lock it for security reasons.

To resolve this:

  • Create an application-specific password for JIRA Service Desk in Google Account settings. Details can be found here.

Microsoft Outlook, POP3

Error 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.

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.

Gmail accounts, POP3

Requests are created from archived messages.

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 these folders: Inbox, Sent Mail and Bin (or Trash). This means that the archived messages are still considered as 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.

To resolve this:

  • Use IMAP.
Customers send emails to create requests, but no requests are created and customers do not receive any notifications.

This problem could be due to one or more of the following causes:

  • The connection to the email account failed.
  • You do not have public signup configured and the customer does not have a user account in the system.
    Every customer must have an account before they can create requests in a restricted service desks. 
  • The default request type for the email channel is unsuitable for the email channel.
Learn more

A suitable request type for the email channel must have the Summary field and the Description field as visible fields. Any other fields must be optional ones. 

To troubleshoot the issue and resolve it:

  1. Check the connection as described previously on this page.
  2. Check if user accounts exist for your customers. If not, create user accounts for your customers. For instructions, see Setting up service desk users. You can also  configure public signup .

This message appears on the Email settings page and prevents you from turning on the email channel.

To resolve this:

  • Head to Settings > Request types
  • Add a new request type (or choose an existing one)
  • Select Edit fields
  • Make sure both the Summary and Description fields are added and marked as Required = Yes. You can add an additional Attachment field with Required = No.
  • Save the request type and head back to Settings > Email settings

Last modified on Mar 5, 2015

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