Troubleshooting a mail handler?

[Mindy Bollinger]

I'm trying to create a mail handler that creates tickets when an email is sent to a specific email address.  I've been following the instructions here: https://confluence.atlassian.com/jira064/creating-issues-and-comments-from-email-720412438.html 

From what I can tell, everything is set up correctly, and when I 'Test' is shows the test was successful.  When looking at the details, it shows 346 messages were read from the server at 10 issues were created.  However, when you look in the details further, it also shows that not only was an issue created, a message was deleted.  

Is the test supposed to create real issues/tickets? Because it is not.  

In addition, when I send a test email to the email specified, no ticket is created.

What am I missing and/or how can I troubleshoot this? 

[Mindy Bollinger]

My test log works:

However, is it really supposed to create an issue? Because it is not.

I've also sent several test emails to the email address (set up in the servers) - but have not seen anything being created or done.

[Kurt Klinner]

@Mindy Bollinger

Can you share (using some screenshots etc.) the mail handler configuration as well as the permission scheme in use of the project?

BR

Kurt

[Mindy Bollinger]

We're just going to use the default jira email that came as a default - for now. That is working fine, and is creating tickets as needed, when emails are sent to it. 

Thanks though!

[Kurt Klinner]

@Mindy Bollinger

Hi Mindy,

have you had the chance to look to the log files?

Are the permissions in the project you are trying to create the issues via mail correctly set?

Cheers

Kurt

[Mindy Bollinger]

@Kurt Klinner

I'm pretty new to Jira - and I'm not even sure where to look at the logs.

What permissions are you referring to? Basically, emails can be sent from anyone (even outside of the organization) to a specific email, and a ticket should be created.  So I'm assuming that the 'anyone' group should have permission to create issues?

[Kurt Klinner]

@Mindy Bollinger

Hi Mindy,

i'm referring to the permissions set for the project, who is allowed to create tickets.

If you use the default mail handler, than i would suggest to set up a "service account" that has all needed permissions and to configure this one as the default reporter within the mail handler config

https://confluence.atlassian.com/adminjiraserver071/creating-issues-and-comments-from-email-802592933.html

Cheers

Kurt

[Mindy Bollinger]

@Kurt Klinner

What logs were you referring to before?

Yes, I've set up a mail server, and handler.

Now sure what you mean by a 'service account' - do you mean as a user? I've added that email address into the default jira user access group.  Is that what you mean?

The default reporter is someone else, as the email address being used to try to create the email is used by several people. 

[Kurt Klinner]

@Mindy Bollinger

Hi Mindy

i'm referring to the regular jira log files (residing in the log folder below your JIRA HOME directory).

Service account is meant as an generic - technical - account only used to create issues in case that the sender can not be mapped to an existing account (you could also think about the create user option within the mail handler to create accounts for unknown users send mails to your instance)

Cheers

Kurt

[Mindy Bollinger]

@Kurt Klinner

We aren't managing the server ourselves, it's hosted by Jira. So I don't believe I can access the logs through the browser, if I'm not mistaken.

We have no need to create users who send us emails - we just want a way to track incoming emails/leads internally only, to make sure they are followed up on. No communication to the creator/sender will be needed.

So the email address, for example, that emails are being sent to are test@testing.com. We want each email that is sent to this address to be made into a ticket.

A POP mail server has been added for test@testing.com. In addition, I've created a mail handler to create issues from test@testing.com.

[Kurt Klinner]

@Mindy Bollinger

Hi Mindy,

ok than ignore the log file related part

https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html

describes in the section 

Receive emails from new users

the steps that need to be taken (like having that generic account as default reporter)

Pls. have a look

Cheers

Kurt

[Mindy Bollinger]

@Kurt Klinner

I can do that, but still, we would like to have the default reporter as being shown as test@testing.com (even though that's who the emails are going to)?