Jira Service Management stops creating tickets from incoming email


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Service Management has stopped to pull its email from the configured Mail Channel, then, no tickets are getting created by email.

This issue is occurring because the values from com.atlassian.jira.internal.mail.services.MailCleanerJobRunner,  com.atlassian.jira.internal.mail.services.MailProcessorJobRunner or com.atlassian.jira.internal.mail.services.MailPullerJobRunner (Jira Administration > System > Scheduler Details) are not updated as they should be (It's showing the next_run to a past value)


You can double check in your Scheduler Details configuration (Jira Administration > System > Scheduler Details)  to see if com.atlassian.jira.internal.mail.services.MailCleanerJobRunner, com.atlassian.jira.internal.mail.services.MailProcessorJobRunn or  com.atlassian.jira.internal.mail.services.MailPullerJobRunne are set with old values for the next_run. 

As these values have to be updated and the next_run should be a value in a brief future, your emails won't be processed by Service Management if you're being affected by this issue. The following documentation has additional details about Service Management Scheduled Jobs:


This issue occurs when Service Management faces any communication problem with its database.


As you'll have to modify these values directly in the database, a simple restart will force Jira to update these values. Please allow for a couple of minutes for the scheduler to be triggered before confirming that emails are successfully processed. 

最終更新日 2020 年 11 月 23 日


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