Email channel configured but emails sometimes don't create an issue and don't show up in the log.

[Desi Armstrong]

95% of the emails that go to our support email create Jira issues, but there are a select few that do not. One that we identified today was an email that one of our employees forwarded. She forwarded two emails today to the inbox. One created a ticket and one did not. We can not figure out why one created a ticket and one did not. 

Success sent at 10:23 a.m.

Failed sent at 12:50 p.m.

• There is nothing in the log for that time indicating a failure.
• I forwarded the email to my work email and back to the forwarding inbox and it created the ticket. 
• Checked the Gmail filters to ensure there were no rules that would filter it out. 
• Tested the email request connection

Please help us figure this out. 

[Paul Wiggers · Accepted solution]

Hello @Desi Armstrong 

Thanks for your question. The e-mail connector is after any e-mail filtering that happens before the e-mail is delivered to the mailbox. It could be that the e-mail is marked as spam by your e-mail provider. 

Is there an option for you to check the mail logs of your provider?

Is the e-mail delivered to the connected mailbox?

Is the e-mail read before the mail handler could process it?

[Desi Armstrong]

The log shows that the email was received. 

The email was delivered to the connected mailbox. It didn't go to spam folder in our gmail. 

It looks like a team member did read the email right away. 

[Paul Wiggers]

Please mark the email as unread and see what happens. When a mail is read, it won't be processed by the email handler and I am quite sure this is the problem.

I highly advise to have a dedicated mailbox that is not read by a human.

[Desi Armstrong]

Thank you, Paul, That resolved this issue.  I will be looking into having a dedicated inbox.

[Iryna Komarnitska_SaaSJet_]

Hi @Desi Armstrong ,
If you have emails that don't convert automatically, try using the Email&Tasks: Jira Cloud for Gmail app.

My team developed it, allowing you to convert your emails into Jira issues.

This can be done both with the help of an AI feature that generates a task from the content of the email and manually.

Also, we've added a feature to generate an event in Google Calendar & Jira issue, which is related to it.

The app is free for teams of up to 10 users.