Jira Service Desk not Importing Emails

[NRG Kiosk]

Hello,

I recently moved Jira and Jira Service Desk to a new Windows server. Everything seems to be up and running; however, Jira Service Desk is not creating any tickets from emails. I have gone through all settings several times. I have even checked with Service Desk setting and clicked on the "Test" button and there are no errors. 

Any help would be appreciated. 

[KellyW · Accepted solution]

Hi Peruz,

To understand and identify the problem with the incoming e-mail, please gather the logs with the following steps:

1. Mark the log -- "TESTING_INCOMING"
2. Enable the Incoming Mail log and Incoming Mail debug log
3. Add debug logging for the following packages (JIRA Administration >> Logging and profiling >> Default Loggers and click on 'Configure logging level for another package'):

   com.atlassian.servicedesk.plugins.notifications.internal.scheduler 
   com.atlassian.servicedesk.plugins.notifications.internal.dispatch 
   com.atlassian.servicedesk.plugins.notifications.internal
   com.atlassian.jira.event.issue
   com.atlassian.mail.queue

4. Send an email to JSD email to trigger new ticket creation

5. Mark the log -- "TESTING_INCOMING_STOP"

6. Disable the Incoming Mail log and Incoming Mail debug log

7. Turn off the above debugging packages 

   Wait for 5 minutest, generate and share the support.zip with Atlassian Support.

With the atlassian-jira-incoming-mail.log, we should be able to trace if email is retrieved and processed by JSD.

Regards,
Kelly

[NRG Kiosk]

Hi Kelly,

I actually figured out the problem. For a short period of time, JSD was running on the old and new server connecting to a shared remote database. I believe the old JSD imported a few emails and got the new JSD out of sync. Anyway, I played around with it some more trying to sync up the installation folders. I got it working, and I'm not touching it again for now. :) 

Thanks for offering to help.

Peruz