Email handler doesn't work randomly despite good settings

[Jennifer]

Hello,

The email handler is set up on a project.
Settings are correct, however, randomly it doesn't work :
- The email is sent by the same person as usual
- This person uses the same email address
- The email is not spammy
- The customer list is correctly created.
- in each list are integrated all the email addresses likely to send an email to create the issue

This issue seems to be totally random. Do you have any idea what to do/check ?

Regards

[Jack Brickey · Accepted solution]

Hi @Jennifer ,

can you clarify if this is Jira software or Jira service management? If the latter then you should go into the email log (project settings – email requests – view log) and inspect an instance where the email failed. If there isn't an entry then it did no reach the application in which case I would contact Atlassian support.