Emails getting deleted and not reaching the Jira issue

[Sigrid Kviteberg]

We have an issue where some emails are being deleted in Outlook and are not reaching the Jira issue. 

This happens mostly for replies to an existing Jira issue. 

The same thing will happen if the deleted email is manually restored from the Delete box and moved back to the Inbox. The email gets deleted after a few minutes but does not reach the Jira issue. 

However, if the email is restored and we manually send it to the issue using the Jira Outlook Add-in, it remains in the Inbox and is not deleted. 

Does anyone have any ideas on where we should start looking?

[Alex Koxaras -Relational-]

Ηι @Sigrid Kviteberg

Can you provide more info to you problem?

• Are you using the built-in JSM email handler?
• Is the sender an existing customer of the project?
• Is there an issue key on the email subject?

Thanx!

[Sigrid Kviteberg]

Hi @Alex Koxaras -Relational- 

• Yes, we are using the built-in JSM email handler
• Yes, the sender is an existing customer of the project, and other messages from the same user, with the same subject, go into the issue fine
• Yes, the message has the issue key

This is not a one-time thing, we notice this happening from time to time. Different senders, different issues. 

[Alex Koxaras -Relational-]

@Sigrid Kviteberg thanx for your reply. But can you provide more info to you problem? The info you have provided is not enough to reach to any conclusion, except to point you to raise a request at Atlassian's support. Is there any different with the email that doesn't go into the issue? Does it have any similarities with the other emails you are saying? What are the differences between the emails that go into the issue fine, and the one that doesn't go?

[Sigrid Kviteberg]

@Alex Koxaras -Relational- That is our problem - there are no differences and no similarities. Some emails, same user, same issue, same subject reply, are processed fine, some are just deleted. They don't have attachments, so it is not being deleted due to attachment size. 

We just can't find where to start looking for why the message is deleted. All the "normal" things are checked and there are no differences.

We have not activated the "Messages Threshold" which means it is not considered Junk/Spam. 

So I am looking to see if anyone else has experienced emails being completely Deleted, but not coming into the Jira issue, and where we can start troubleshooting. 

Is there anything in Microsoft Outlook that would identify a mail as to be automatically deleted, and something we can check there? 

Is there any settings in Jira that would make the email being processed and moved to deleted without coming into the issues? 

But yes, I will create an issue with Atlassian's support

[Alex Koxaras -Relational-]

I think that message threshold is only valid for the jira email handlers and not the JSM email handlers, and as you told me you use the latter.

First of all, when you activate the IMAP, you email provider should have an indication of what to do with the emails. Should it consider it as read, or delete it?

When the email arrives on your inbox, it goes on the process list. When it's processed Jira will see if this email has a sender who has a permission to send and create issues on a specific project. If it's from a known sender then it will create an issue, if it doesn't find an issue key on the subject. If it's from an unknown sender and you have declared a default reporter, then an issue will be create from the default reporter (if an issue key is missing from the subject). If you haven't set up a default reporter then the email will be ignored from Jira and depending on the settings of your email provider, this will be either be read or deleted. This in theory and when using Jira email handlers (not JSM email handler).

Best advice is to raise an Atlassian support request (support.atlassian.com/contact), since this issue is not reproducible on demand.