Some emails not generating a ticket - free plan

[Christine Jarvis]

Hi Jira Service Management Community,

My work team is using the Free Plan for JIRA Service Management.

We've encountered an issue with our Jira Service Management setup. On three separate occasions, we've sent emails to our Jira instance, which is linked to our own domain email address (not an atlassian email), that did not result in a JIRA ticket being generated, and these emails do not appear as an entry in the mail handling system at all. I expected I might see these emails listed with an error.

We are dependent on this functionality to manage our business workflows. Fortunately, I've picked up the automation failure, and manually re-sent the email directly from the Jira instance mailbox, and in each instance, this has successfully triggered the ticket creation.

Here are my questions:

- Could the failure to poll these emails be due to a service outage?

- I understand there's a limit on the number of automation rules per project per month using a free plan. If that's the cause of our issue, how are we notified when we've reached our limit? Where can I find this in the JIRA settings? Should we be receiving an email or notification about nearly reaching or have reached our limit by default, or do I need to set up a notification trigger for it?

- Could using our own domain instead of the atlassian domain for the Jira instance be causing our issue? What is the best practices in regard to a setup where we have linked our domain email address i.e. "customer.service@companyname.com.au" instead of "support@atlassian.com".

- Since we're using the Free plan, should we expect less than 100% delivery reliability, potentially due to being listed as a lower server priority?

Also please provide any other considerations, that I haven't listed above.

Any guidance from the community as to what could be causing this issue, would be appreciated

[Lisa Forstberg]

Hi @Christine Jarvis , 

Welcome to the community!

Troubleshooting email integration can be really hairy. If I understood the case correctly is that you under Project settings > Email request connected an existing email inbox to the project instead of using the incoming email address provided by atlassian.

Let's see if I can help out with some of the questions

• You can find information about your automation usage here: https://(your domain.atlassian.net)/jira/settings/automation#/tab/usage
• You can find audit log for each automation here https://yourdomain.atlassian.net/jira/settings/automation#/tab/audit-log
• Check Project Settings > Email requests > View logs( Incoming email logs) where you get information about emails processed (with time stamp) and connectivity logs
• Your storage is limited to 2 GB in the free plan. Check that this is not the cause of your problem go to admin.atlassian.com, select Product > your site > Storage. From here you can see the storage available for each application. 
• I don't expect that you, because you are on free plan, should expect a lot of site unreliability but Atlassian right now actually doesn't promise any uptime goals for either Free or Standard plans. For me I tend to think that Free plan is for testing / proof of concepts due to these limitations.

I don't really follow how the automation limits are connected to incoming emails in your site. If you for each incoming email are triggering an automation I can understand that it can affect automations but out of the box these two features are not affecting each other. AFAIK.

all the best

Lisa

[Bill Sheboy]

Hi @Christine Jarvis -- Welcome to the Atlassian Community!

Adding an FYI to these suggestions...

Although there is an automation rule service limit of 100 emails / 24 hours, there is also a 100 email for all total notifications by the site for Free licenses.  That would not appear to be linked to inbound messages to create issues, but that is not documented in the service limits.

Regarding alerting for approaching email limits, there does not appear to be significant alerting (or persistent logging) for Free licenses.  There is an open suggestion to improve that as the current one is just a pop-up: https://jira.atlassian.com/browse/JRACLOUD-84028

Kind regards,
Bill