Troubleshooting issues with the email channel

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This page contains information about troubleshooting the errors you might run into when setting up the email channel for your service desk. If you are not receiving requests, or if you are getting errors, check the email connection. You might also review how emails are processed to see why a certain type of email isn't making it to your service desk.

Check the connection

To troubleshoot 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  > Settings > Applications.

  2. Under Jira Service Desk, select Email requests.
  3. Select Test

Resolving errors

Error Resolution

The email address you entered is currently used by another project's email channel. Please choose another email address. Check out our troubleshooting docs for help resolving the issue.

Make sure each service desk project has a unique email account, and isn't associated with an alias that points to the same account as another project.

Customers are emailing requests that aren't arriving in the queues, and they aren't receiving notifications.

  • Use the instructions above to check the email connection.
  • Verify that the customer has permission to email the service desk. 
  • Verify that the default request type for the email channel has visible Summary and Description fields. 
  • Verify that the Email puller is on in Global mail settings.
  • If the associated email inbox is in Office 365, it might be because an attachment on the request is larger than 2MB. This is a known issue with Office 365. To resolve it, try resizing the attachment.
  • If the associated email is AOL, it might be because the Atlassian Cloud mail server is not a fully-qualified domain name (FQDN), and thus the AOL mail server rejects the mail. We recommend that you don't use AOL email addresses with your service desk. Learn more about how AOL filters mail
No suitable request type for the email channel.

Verify that the default request type for the email channel has visible Summary and Description fields.

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 categorize messages, and archived messages can still have the Inbox label. 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.

Gmail: Unfortunately JIRA 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)

Yahoo: Unfortunately JIRA couldn't connect to the mail server. Here is what the mail server said: "[AUTHENTICATIONFAILED] (#MBR1240) Please verify your account by going to https://login.yahoo.com"

Create an application-specific password for Jira Service Desk. Gmail instructions can be found here; Yahoo! instructions are here
Microsoft Outlook or POP: 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.

How service desks process email requests

The Global email settings control how the service desk projects on your site process requests that are sent to their service desk email addresses. Emails are processed in three stages:

  • Email puller: Fetches emails from the service desk's associated inbox.
  • Email processor: Filters pulled emails to remove things like auto-replies and spam.
  • Database cleaner: Deletes old emails from the database.

You might temporarily adjust these settings to troubleshoot your email channel. To change Global mail settings, go to Choose > Settings > System. > Mail > Global mail settings.

Email puller

The puller fetches unread emails from the associated inbox every minute, then copies them to the email database. Emails with attachments larger than 25MB are not fetched.

Email processor

The processor filters non-requests from the pulled emails. To do this, it filters emails based on content of the auto-generated headers:

  • Auto replies: filters out emails if the auto-submitted headers contain the keywords auto-generatedauto-replied, or auto-notified.
  • Bulk mail: filters out emails that the mail server marks as spam.
  • Delivery status notifications: filters out emails if the multipart/report header contains report-type-delivery-status, or if the return-path header has a null email address.
  • Jira mail: filters out Jira emails that are sent from your site by checking if they have X-JIRA-FingerPrint in the header. 

Database cleaner

Every day, the database cleaner purges all emails in the database that are older than 45 days. You can change the purge to a range of intervals from 14 days to 180 days.

Last modified on Jul 27, 2018

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