Email This Issue
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Email This Issue - for Jira Cloud
Email This Issue - for Jira Cloud
  • ⬇️Overview
  • Email This Issue - for Jira Cloud
  • Features
  • How Email This Issue Works
  • Secure the email channel with Email This Issue
  • Comparing Email This Issue and Jira Cloud
  • 📤Outgoing Emails
    • Outgoing emails overview
    • Manual emails
      • Configuring manual emails
      • Sending manual emails
    • Email notification schemes and email notifications
    • Workflow post functions
    • Advanced email configuration
    • Customizing email templates
    • Canned Responses (default messages)
    • Scope evaluation
  • 📥Incoming Emails (Mail Handlers)
    • Incoming emails overview
  • Mail handlers - adding / editing
    • General handler settings
    • Filtering
    • Finding issues
    • Setting up rules and actions in the actions editor
      • Adding/editing actions
      • Adding recipients to Request Participants
      • Creating an issue
      • Updating an issue
      • Setting field values
      • Adding comments
      • Sending auto-reply emails
      • Executing workflow transitions
      • Creating a customer
      • Using split regexp
      • Conditions
      • Approve request
      • Decline request
    • Maintaining email chains
    • Mail Handler New UI
  • Global Sender Address Filters
  • Attachment Filters
    • Regular Attachment Handling Deprecation
  • 🤓Administration
    • Outgoing Mail Connections
    • Alerting via Webhooks
      • Webhooks
        • Configuring Slack to receive alerts via webhooks
        • Configuring OpsGenie to Receive alerts via webhooks
        • Configuring Microsoft Teams to receive alerts via webhooks
      • Webhook execution logs
    • Mail Queue
    • Email Audit Log
    • Permissions
    • Recipient Restrictions
    • Incoming Mail Connections
    • Email Security
    • Incoming Mail Queue
    • Incoming Mail Log
    • OAuth2 Credentials
      • Enabling OAuth2 Authorization in your Google Account
      • Enabling OAuth2 Authorization in your Microsoft 365 Account
      • Troubleshooting guides for Microsoft OAuth2 Connections
        • How to fix "BAD User is authenticated but not connected" error​
        • How to fix "401 Unauthorized" error
        • How to fix "key expires_in " error
        • How to fix "Need admin approval" error
  • ☁️Server to Cloud Migration
    • 🛫Server to Cloud - Automatic Migration tool
      • Preparing for the migration
      • Doing the migration
      • Finalizing the migration in Cloud
      • Migration with unsupported Jira versions causes errors
    • Server to Cloud - Manual migration guide for Email This Issue
  • ❓FAQ
    • No recipients error in outgoing emails
    • How-to add custom macro to email Template?
    • Why cannot I select custom event types in notification?
    • How to configure the Email This Issue addon user in Jira Cloud?
    • I get an error: Could not create request on behalf of the sender
    • Why is the Incoming Mail Queue size limited?
    • Outgoing mail not sent - Read timeout error
    • Access restriction icon is not appearing when adding internal attachments via Email this Issue
  • 🌪️General
    • Release Notes
    • API
      • API for Velocity Context Objects - 1.7
      • API for Velocity Context Objects
    • Addon Pages
      • Integrity Check
      • Feedback and Support
    • Security Advisories
      • Email This Issue Security Advisory September 28, 2020
    • Appendix
      • Supported Time Zones
    • Integration of Glass Documentation
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On this page
  • General Information
  • Log actions
  • Searching for an email
  • Log examples
  • Execute handler - Succeeded log
  • Execute handler - Failed log
  • Filter email (skipped) log
  • Additional actions

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  1. Administration

Incoming Mail Log

This page is intended to explain the functionalities of Email This Issue's Incoming Mail Log.

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Last updated 3 years ago

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General Information

The Incoming mail log shows detailed logs about all incoming emails processed by Email This Issue.

It is useful for investigating the lifecycle of an email after we receive and process it.

If you can't find an email in the Incoming Mail log (or the ) it means that we did not receive the email due to external reasons (such as someone opening the email in the mailbox before we can start processing it).

Log actions

Searching for an email

If you're looking for a particular mail item or would like to see only a certain amount of items/within a pre-set time range/category you can run a search within the mail log:

In the Search section, you can carry out the following actions:

  • Search for an expression in the issue/email such as the issue key and summary, from/to/cc/bcc recipients, email subject and email body

  • Select the maximum amount of emails to show

    • the available packages are 10, 100, 200, 500, 1000 items

  • Narrow the search by the category of the processing results

    • all: returns all emails from all the categories

    • fetch email: this is a temporary storage status for emails just being processed.

    • execute handler: returns emails that were received by the mail handler and were either successfully processed or failed to be processed

  • Set a time range for Processed/Received emails for

    • the last 7 days

    • the last 15 days

    • the last 30 days

    • the last 90 days

    • All time

When you press the Search button, the results will be listed on the bottom of the page and can be expanded by pressing the expand button.

Log examples

In this section, you can see some examples of all kinds of logs to help you understand them.

Execute handler - Succeeded log

When the Execute handler category is selected and/or an email with the result Succeeded is expanded, the log details explain how the handler processed the email and what were the exact steps of the processing.

In this example, the message was successfully processed by the mail handler (called "test incoming"). The sender was recognized as a registered user (a customer to be specific) and the actions were carried out in its name. No issue was found for the incoming email, therefore the "Issue not found" branch was executed in the handler which creates a new request in the ITSM project.

The log is based on the following mail handler actions:

Execute handler - Failed log

When the Execute handler category is selected and/or an email with the result Failed is expanded, the log details explain how the handler processed the email and what were the exact steps of the processing as well as what was the reason for the email's failure. Please note that in most cases we return errors from either Jira or JSM and even though we have access to the root cause of the error, the logs may not reflect them.

In this example, the message was processed by the mail handler (called "Andris Mail Handler") but it failed to create an issue.

The error says:

ERROR: Could not execute 'Create issue' with user 'example':
Request creation failed: 
{null=REST (https://metainfsupport.atlassian.net/rest/servicedeskapi/request) 
call resulted abnormally: 400, Bad Request}
ERROR: Last handler action failed, stop further processing.

This is an error not in our app, but in Jira Service Management and it usually refers to missing custom field values that are marked as 'required' at creation. If you encounter one such error, let us know in a support request and we'll investigate it for you.

Filter email (skipped) log

When the Filter email category is selected or an email with the result Skipped is expanded, the log details explain why the email has not been further processed by the handler. In this example, the message was skipped because it is an auto-reply mail and the mail handler filtering is set to skip auto-reply emails.

Additional actions

The following two additional actions are available in the Incoming Mail Queue and these should only be used with caution:

  • Delete all in search: Permanently deletes all log items currently in search. Note that the deleted items will not be present in the Incoming Mail Queue either if deleted.

  • Collapse all details: collapses all expanded email items.

filter email: returns skipped emails that were

🤓
filtered by the mail handler
Incoming mail queue
Incoming mail log - Search function
Incoming mail log - Succeeded item
Example handler for a succeeded log
Incoming mail log - Failed item
Incoming mail log - Skipped item
Incoming mail log - Delete all in search
Incoming mail log - Collapse all details