Issue: Tickets not created from email handler despite successful test in Incoming mail handler

[Purnima Pal]

In Jira Cloud with a Standard plan, we have configured the 'Incoming email server' using the host 'pop.gmail.com' and set up a new 'Incoming mail handler'.

During testing, the configuration was successful. However, we are currently facing an issue where emails sent to 'Support@companyname.com' are not being automatically created as tickets in the specific Jira project.

It's important to note that this setup was previously working without any problems. However, for the past four days, emails have stopped being created as tickets in the designated Jira project.

[Jehan Bhathena]

Hi @Purni ,

Since it is created via the "Incoming Mail Handler", I would recommend checking the following things: 

1. Check if the "Test" button gives the correct response
2. Check if the Gmail account is setup as per https://support.google.com/mail/answer/7104828?hl=en 
3. Check if the Account isn't setup on another platform or tool, which might cause a conflict of the emails being pulled

As per gmail's own Support docs "Try deleting your Gmail address from your email client, then re-adding it"

If none of these work, would recommend reaching out to Atlassian Support since they have access to the backend logs and will be able to assist you better in case of an error : https://support.atlassian.com/