Some received E-Mails do not create Tickets

[Andrian Untila]

Hello everyone,

I have a project, and this is connected to a Microsoft E-Mail for E-Mail Requests.

We have now noticed that there are sometimes e-mails that do not generate a ticket.

There are no errors to be seen in the Processing logs and Connectivity logs.

When I go to the mailbox, these emails look like they have been read.

Since there is no fault then I cannot understand the cause.

Any Ideas?

THX

[Ivan Lima]

Hey @Andrian Untila, did you notice any pattern to the emails that haven't been processed? For example, are those emails sent during a particular time? Do you have any rules in your inbox that could be marking it as read before it's been processed? You mentioned no errors in the logs, but do you see any information related to those requests in the logs at all?

[Andrian Untila]

Hey @Ivan Lima ,

thanks for your Answer.

No, I did not noticed any pattern to the E-Mails, every this E-Mail is from a another Sender. In Logs there are no errors and  there arent any Infos to this Request. Empty, only Infos to successfuly created Tickets or Comments.

If a go to Mailbox, and make for these E-Mails "Mark as unread", then after 10-20 Second the Ticket is created, as the E-Mail is only now received.

[Ivan Lima]

It sounds like the next steps would be to find out why it's been marked as read before it gets processed. I've seen a similar case with a client where the actual reason was related to rules created by the mail server administrator. Given your description, it doesn't look like Jira is the culprit. I'm interested in learning what others have experienced in this regard. In the meantime, you can explore scenarios similar to those you noticed not working as expected, such as sending emails with the same parameters, i.e., time, sender, subject, body, etc.