Update

Hi everyone,

This is Arzoo Jain, Senior Product Manager from the Jira Service Management team. Great news – we have rolled out this feature!

We've released an improved Email logs experience in Jira Service Management. Previously, inbound email logs (processing and connectivity) were only accessible from the email channel settings and were hard to discover. With this update, there is now a full-page Email logs view at the project level that brings together:

• Customer notifications (outbound) – request notifications and invitations, and

• Incoming emails (inbound) – processing and connectivity logs for your email channels, with the raw email download now surfaced directly in each log row for quicker troubleshooting

This makes it easier to find and troubleshoot email-related issues from a single place.

Thank you for your feedback and for your patience while we worked on this improvement.

Best,
Arzoo Jain

Summary

Currently JIRA Service Desk Mail Logging is internal to JIRA and it is difficult to capture this information into log files for further analysis. This can make it difficult for our users and Support to identify problems with the JIRA Service Desk Mail handler.

Expected Results

A log file that can be configured for verbosity should exist that shows details of the ServiceDesk and details of it handling mail both inbound, and out-bound.

Actual Results

You need to use the web interface to review the mail log for JIRA Service Desk.

Notes

• Steps to access the JIRA Service Desk Mail log can be accessed from: View the email processing and connectivity logs It would be great to improve that so we can enable more output to the logs when necessary. Similar to the Incoming Mail in JIRA's Handlers.
• It would be great as well if there is a way to filter the status that is shown on the log from the UI. Meaning we could just filter what is "Failed" or "Success".