Summary

Service Desk intermittently stops processing messages from custom email boxes.

Environment

• Custom Email Handler - IMAPS (not replicated on POP)
• We've been able to replicate it using Google accounts. Not sure if it affects other email providers

Steps to Reproduce

1. Create a Service Desk project
2. Enable email requests
3. Configure a custom email address. JIRA already has a template for Google accounts.
4. Send a few test emails

Expected Results

• Emails will be processed and issues will be created according to your customer permissions.
• All email activity will be registered on the Processing Log

Actual Results

• Issues are not created by JIRA
• No activity is logged
• Emails remain as unread on the inbox folder.

Notes

The issue seems to be intermittent and eventually, JIRA will start processing messages again. However, emails received during the outage will be skipped by JIRA.

Workaround

This bug apparently does not affect POP protocol