Service request and notification delays

[Matt Cabral]

I am building out Service Management as a replacement for our current solution.  The only thing I seem to dislike is the time it takes for an email request to be converted to a ticket.

Our current solution will generate the request in less than 30 seconds.  Service management takes up to 5 minutes to generate the request.  

Is there a setting or configuration I can modify to help speed up this process?  Is this normal across the board?

It's not a deal breaker, but I'd like it to be more responsive.

[Brant Schroeder · Accepted solution]

@Matt Cabral Are you using your own email address or the delivered one?    The mail should be pulled once every minute if you are using a custom email account and I would assume that is the case with the email handler from Atlassian.  https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/   I have never had delays that long when using the product.

[Le Ann Langston]

The connectivity log section in the link Matt provided would be what I've focus in on.  We moved to Jira in Dec. and this was one of the tests and I noticed the 60 second timeframe.  The log should help troubleshoot.  

[Matt Cabral]

@Brant Schroeder Thank you for the information.  I reviewed the logs and see that there is an error but then the email is delivered.  Obviously the error isn't preventing the email from being delivered but is most likely the cause of the delay.  I will look into the error further and open a different post if I'm unable to resolve.