要約

Email does not arrive at the project email.

環境

Jira Service Management Cloud

診断

1. Whenever the email is sent to create a ticket in JSM the email does not arrive at the email and the request is not created.
2. We don't see any logs in the email audit logs.
3. The email sender received the bounce email from "bounce@atlassian.net"

原因

The prefix of the email account setup in the project is invalid.

Each project email ID is associated with the project in JSM and each email ID is associated with an inbox internally.

When a customer changes the prefix of the email it gets reflected in the database table.

When we change the prefix of the email, if we add a blank space before the name it saves the same entry in the database table.

E.g. 

• "test@sample.atlassian.net". This is a valid email address.
• " test@sample.atlassian.net" is not a valid email id, but the same entry gets added to the database table.

When a user/customer sends an email to "test@sample.atlassian.net", Jira can't find the associated mailbox as the entry in the system is for the email address with blank space i.e. " test@sample.atlassian.net" hence the system bounces the email back to the sender.

ソリューション

Remove the unnecessary blank space from the incoming email setting as below.

Refer to below useful incoming email related articles:

 How does Jira Service Management process email requests?

 View the email processing and connectivity logs

Contact Atlassian support if you have any questions.