Making Jira Service Management Read Mails that are Already Read
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要約
At times, you would observe that Jira Service Management has marked an email as read however when you view the Jira instance, you would notice that an issue has not been created.
Verify the logs to find a possible cause
- Checking the
atlassian-jira-incoming-mail.logif you enabled debug mode would show that the email was processed.. - Check the
processing logfound atAdmin > Application > Email Request > Logpage shows that Jira Service Management processed the email. - Confirm that the email is meant to be successful processed(Emails with large attachments would fail)
There are no clear known causes, one possible cause is a timeout while Jira Service Management was creating the email.
Reading old emails
To fix the issue and have Jira Service Management reprocess the email, do the following:
Jira Service Management only reads emails from the inbox folder in your mail server.
- Go to your incoming mail server.
- Find the email that was marked as read.
- Select the email and
mark it as unread(Reopen the email). - After a minute, Jira Service Management email process should run and read the email.
In a scenario where you automatically move read the email to a different folder, you would need to:
- Move the issue back to your inbox folder.
- Perform the same steps above to have the email reprocessed by Jira Service Management.