Jira is not creating new issues from incoming email (mail handlers)
Asked by Thorberg Thorbergsson:

I have a several mail handlers, one for each project in Jira. When I test a Mail handler, I get no error only No messages were found in this mailbox. But the mailbox contains several emails. Some of the mail handlers are working. Issues are creating but the others aren't. They do not create or add comment to issues. What can I do? I have deleted these mail handlers and create them again but without any luck. All mail handlers have been working until now and nothing has changed in the mail handler configurations. The incoming mail server is working fine and is authenticated by Microsoft OAuth. Please advise.

Thank you.

Best regards,

Toby


Answers:
author: Thorberg Thorbergsson
body: The solution for me was to change the default language in Outlook to English. Before the default language was in Icelandic. Thank you all for your help :)

comments: author: Jehan Bhathena
body: [@Thorberg Thorbergsson](/t5/user/viewprofilepage/user-id/4281093) glad to know you find the fix.

Please do mark this thread as accepted so that the other community members find this answer too.


author: Prachi Bolar
body: Hi [@Thorberg Thorbergsson](/t5/user/viewprofilepage/user-id/4281093)

Welcome to the community.

Could you please confirm below details

- Create permission in the project

- if there are multiple mail handlers is the catch address in place to distinguish each mail handler.

If everything is in place request you to create a ticket <https://support.atlassian.com/> so that we can further check in your instance the issue.

Thank You,

Prachi

comments: author: Thorberg Thorbergsson
body: Hi [@Prachi Bolar](/t5/user/viewprofilepage/user-id/5217155)

I can confirm this. I have also create a ticket in Atlassian Support.   

Thank you so much :)

Best regards,

Toby


author: Vikrant Yadav
body: Hi [@Thorberg Thorbergsson](/t5/user/viewprofilepage/user-id/4281093) Welcome to Atlassian Community!

have you made any changes in the workflow mapped with an issue type ?  
Default reporter is set ?   
Sender have create issue permission ?   
Mail Subject should not be same else it'll put comment in the existing issues ?  
Mark mail as Unread and try to test ?

comments: author: Jehan Bhathena
body: [@Thorberg Thorbergsson](/t5/user/viewprofilepage/user-id/4281093) along with the information requested by Vikrant, would suggest adding a feew screenshots of your mail handler setup, specifically the path of the folder from which you're getting mails, this might help in giving more insights to the issue you're facing.


author: Thorberg Thorbergsson
body: Hi [@Vikrant Yadav](/t5/user/viewprofilepage/user-id/1801711)

No changes made in the workflow. Default reporter is set and can create issues. New subject so new issue should be created and the mail is marked unread. I have created a ticket to Atlassian Support team.   

Thank you for your help :)

Best regards,

Toby


author: Vikrant Yadav
body: [@Thorberg Thorbergsson](/t5/user/viewprofilepage/user-id/4281093) Kindly post the correct answer/solution, once you fixed this issue. So that it help others who is facing similar issue.


author: Nathan Phillips
body: Hello [@Thorberg Thorbergsson](/t5/user/viewprofilepage/user-id/4281093)

Awesome, glad you were able to create a ticket with our support team, this was going to be my next suggestion.

Thanks!


author: Nathan Phillips
body: Hello [@Thorberg Thorbergsson](/t5/user/viewprofilepage/user-id/4281093),

Thank you for reaching out on the Atlassian Community.

Since the deprecation of the Microsoft Outlook REST API, the GraphAPI has been used for this connection, with a few slight differences.

Could you please confirm, when logging into Outlook using the account which you are using to connect to Jira for an incoming mail server, what language do you see your Outlook in?

For example, when viewing your outlook, is your inbox titled 'Inbox' or is this in a different language? I ask because I recently worked a ticket where the client was in french, thus their inbox was titled "bo?te de r?ception" when they looked from their end.

To resolve this issue, their mail handlers had to be configured with the exact matching case sensitive inbox name in the 'Folder name' field of each Mail Handler.

comments: author: Thorberg Thorbergsson
body: Hello [@Nathan Phillips](/t5/user/viewprofilepage/user-id/5157651)

The default language was in Icelandic but I have already changed it to English with some luck :)

Thank you all for your help :)


Tags: cloud

jira-cloud