Email not generating tickets

[Namrata Kumari]

Hi,

Sending an email to the link email address is not generating a ticket in the portal.

The ticket is generated successfully using the Jira header 'Create' button.

I don't see any recent logs in 'Processing' tab.

Also, went to Jira settings > System > Global mail settings and checked that the  Email processor is On

Any idea what can be done to troubleshoot further?

Thank you!

[Jack Brickey]

Hi @Namrata Kumari ,

Can you confirm that the JSM project email handler is correctly configured under Project settings > email requests? Please note that JSM does not use the system inbound email handler under admin > system.

if you believe it is properly configured please share a screenshot and also I suggest you click on "view logs" under the aforementioned "email request".

[Namrata Kumari]

This is how it looks (the second email account). It says the last email was received 2 months ago, however, I tried sending an email to this account but no joy.

[Namrata Kumari]

The logs are as below. I have checked the fields and only the Summary and Description fields are mandatory. 

[Jack Brickey]

My guess is that you have one or more fields that are marked as required for your email request time. Please check that you only have the summary and description marked as required for your email request type.

[Paul Wiggers]

I have to agree with @Jack Brickey here. There is a request type that is associated with your e-mail handler that has more required fields than just the Summary and Description.

[Namrata Kumari]

These two are the only required fields I can see.

Is there any way I can confirm this?

Thank you so much for your responses.

[Jack Brickey]

Hi @Namrata Kumari ,

that looks OK. Now, could you please check the workflow associated with the issue type. Look for any validator's that might be associated with the create transition. What I have seen happen in other scenarios is that the same issue type is used for email request type as it is for other request types. And at some point the administrator adds validator's to the create transition to handle issues created by Agents via the Create method within Jira.

[Paul Wiggers]

These are the fields that are required in the form. Unfortunately, the form isn't used when you are submitting an issue through the e-mail channel.

Please go to cog wheel > Issues > field configurations. Look for any fields that are marked as REQUIRED and note on which screen they are used. Most likely, there is a field there that is required that you didn't think about. It happened to me a while back, was not a fun night, having to re-create all those blocked issues from the log...