Jira Cloud email puller for user defined email handler does not work on Monday until 9pm UK time

[Mike Duncombe]

I am using Jira Cloud. We have a project, Service Desk, that we use for incidents, which the service desk staff then assign and prioritise. Customers are allowed to email in issues to servicedesk@yorcard.co.uk, which resolves to a gmail mailbox. I have set up an email handler and secure POP connection to the gmail box (I know this is hideously old fashioned, but we set it up about 8 years ago and haven't touched it since). I have defined a mail handler to receive and process the emails.

Until recently (say October 2018) it worked fine. The service desk staff have only just got round to telling me that there is an issue. After fiddling about with the settings, I can now get the email puller and issue creation from email to work reliably and well on Tuesday, Wednesday, Thursday and Friday. BUT I doesn't work until about 9pm on Monday.

Any suggestions gratefully welcomed.

Mike 

[Andy Heinzer · Accepted solution]

Hi Mike,

In this case, I would really recommend that you (or your Jira Cloud site admin) create a support case on https://support.atlassian.com/contact/ and select 'Technical issues and bugs' option.   From here select Jira, and choose the Cloud hosting option.  This will require you to enter the URL for your Cloud site in order to create.

In cases like this will likely require our Cloud support team to take a closer look at your specific instance to better understand the reported behavior here.  I could not find any Cloud sites directly connected to your account in my search, otherwise I would have created this request on your behalf.

Regards,

Andy