Mail handler not creating Issues in Service Desk

[Katie Minks]

When a client emails the service desk occasionally it does not create an issue in the project.  The example I have in my possession started out as an item that was forwarded to the mailbox.  An issue was not created in the project until after the client replied to that email to check on the status of the issue. 

I am wondering what data Jira uses to associate issues with the email so that it will create comments for the appropriate issue and what is it that triggers Jira to create (or not create) new issues. 

The email properties for the email I'm looking at right now are as follows:

Received: from sn4pr0501cu004.internal.outlook.com (2a01:111:e400:c50c::20) by
 BY2PR06MB2198.namprd06.prod.outlook.com with HTTP via
 BYAPR02CA0011.NAMPRD02.PROD.OUTLOOK.COM; Mon, 11 Jun 2018 19:12:17 +0000
Received: from SN6PR06MB4078.namprd06.prod.outlook.com
 ([fe80::edcb:8793:83f8:309]) by SN6PR06MB4078.namprd06.prod.outlook.com
 ([fe80::edcb:8793:83f8:309%4]) with mapi id 15.20.0841.019; Mon, 11 Jun 2018
 19:12:17 +0000
Content-Type: application/ms-tnef; name="winmail.dat"
Content-Transfer-Encoding: binary
From: Susan Joyce <Susan.Joyce@meredith.com>
To: Research Insights Team <ResearchInsights.Team@meredith.com>
Subject: Fw: Parents Baby question
Thread-Topic: Parents Baby question
Thread-Index: AQHUAbYg/JFo8M3NDUOU2dRRP3Ro2KRbbMg0
Date: Mon, 11 Jun 2018 19:12:16 +0000
Message-ID: <SN6PR06MB407865A339775F9145BD6C7A95780@SN6PR06MB4078.namprd06.prod.outlook.com>
References: <SN6PR06MB40786DD6CDACCEEE97C1252C95780@SN6PR06MB4078.namprd06.prod.outlook.com>
In-Reply-To: <SN6PR06MB40786DD6CDACCEEE97C1252C95780@SN6PR06MB4078.namprd06.prod.outlook.com>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach:
X-MS-Exchange-Organization-SCL: -1
X-MS-TNEF-Correlator: <SN6PR06MB407865A339775F9145BD6C7A95780@SN6PR06MB4078.namprd06.prod.outlook.com>
MIME-Version: 1.0
X-MS-Exchange-Organization-MessageDirectionality: Originating
X-MS-Exchange-Organization-AuthSource: SN6PR06MB4078.namprd06.prod.outlook.com
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-Originating-IP: [72.82.27.56]
X-MS-Exchange-Organization-Network-Message-Id: 56bbf7a2-cabe-4293-17b2-08d5cfcf3f4f
X-MS-PublicTrafficType: Email
[...]

[Jack Brickey]

If it was working before and you see the email in the inbox of the configured mail account I would suggest the following:

1. send a test mail from w/in the mail handler config. I suspect it will succeed but doesn't hurt to rule that out.
2. consider plugin compatibility. Any recent updates to Jira or plugins? Can you disable plugins one at a time and test?
3. Is anyone able to create an issue via mail, e.g. a Jira-admin?

[Mauricio Karas]

Hello, Katie! Thanks for reaching out to the Atlassian Community.

Jira basically follows the steps below in order to create a new issue or leave a comment on an existing one:

• The subject of an email message is examined for an existing issue key.
• If an issue key is found in the subject, the content of the email message's body is processed and added as a comment to the issue with that issue key.
• If an issue key is NOT found in the subject, the in-reply-to header is examined.
• If the email message is found to be a reply to another email message from which an issue was previously created, the body is processed and added as a comment to that issue.
• If the email message is NOT found to be a reply, a new issue is created.

Now, you'll also need to check your Service Desk permissions to see if the person sending the message is a user and if he's able to raise tickets. In the project settings, go to Customer permissions and check which option is selected under "Who can raise requests?", this will define if the person sending the e-mail will be able to raise tickets.

Also, another important thing to check is how you've set up the mail server/handler. The Jira Service Desk mail handler needs to be set in Project Settings > Email requests and not in Incoming mail(This is for Jira Core/Software). If the handler is set in the wrong place, there could be issues like the one you're experiencing.

Kind regards,
Maurício Karas

[Katie Minks]

The user has created tickets via email before, so I wouldn't think it would have to do with Service Desk Permission.  We do have the email set up in the project as suggested and it was emailed to the address we have set up in the project.  That being said, no issue was created and it wasn't added as a comment to another issue that might have matched.  I'm trying to figure what would have caused this message to be dropped entirely.