Hello Jira Support,

is anybody here? We are paing lot of money for unsupported products?

THANKS.

Is there a recommended work-around?

We just moved from on-prem to the cloud version and are shocked, that the users don't get any feedback if their ticket is not created. That is a serious step backwards.

How it's even possible to have open ticket for eight years ? Either close it with 'we don't consider this as a issue' or fix this please. Or are you not done with gathering interest after 8 years ? Please.

Any news with this bug?
 
 
Nejake novinky s touto chybou?

 There is a log entry in Application-> Email Requests -> View 

• but this can only be view by the sysadmin
• involving the sysadmin for every little email is not practical

 its badly needed and should be configured like other notifications

+1 its badly needed

+1 I was very surprised this didn't already exist. 

Ok how the hell is this an optional feature request gathering interest for seven years? 

Informing users when a function fails is basic usability and design practice. I was just informed that a customer will switch to another solution because users never know if an issue was created or not. Users there regularly include non-customers in CC, and such an email is dropped instead of creating the request without adding the CC'ed mail participants. Such requests vanish in limbo, the customer is not informed that their mail did not result in a request. this is a miserable user experience.

We just caught a sign-in failure for our email queue on a client with high ticket volume.  It had been failing to connect for 20 hours, and we are now catching up on 200+ issues.

This is needed.  Any type of notification that email notifications are failing is a must.

This is badly needed. We recently switched our main IT support email address to JSM and now we risk missing external emails unless we manually monitor the logs. Not great.

This is a must. Having a manual workflow for this (checking the logs) is unacceptable. 

Seriously! Gathering interest. This is a basic feature yet again. I've just found lost emails from customers and had no knowledge of failed processing. 

This is a business killing issue! Customers are being let down.

Atlassian: Get this implemented ! 

This is also important for us. A notification or an auto-reply for the sender is much needed in JSM.

This is important for us as well. Its quite a pain bein expected to manually trawl through logs instead of getting notified when an email fails to load!

I would very much like to see this feature in Jira Service Management - having a manual polling process just isn't feasible considering the number of emails we receive. Please advise.

Troubleshooting this for end-users is a pain.  I can't believe this feature request has been open for years without any action.  

Clone of JSDSERVER-818?!

Need this notifcation feature for rejected emails. Not a fan of missing rejected emails and monitoring the Log

When Jira Service Desk sends email and that mail bounces back to us, the mail processor rejects the DSN, and the agent does not get notified.
There should be a way to add a comment on the corresponding ticket that tells the agent that the email failed.
The email request processing log shows the rejection, but it should show up on the ticket so that the agent can handle it.

This is a common problem for us, as people sometimes enter email addresses incorrectly (e.g. a .com instead of a .org address). 

Scanning the log manually is not a good idea and having a proper bounce is a must have. Any workaround out there?
I use at least a SQL to query the DB directly. Maybe a trigger would do...? (note that this is not recommended of course):

SELECT * FROM public."AO_2C4E5C_MAILITEMAUDIT" where "RESULT_STATUS" = 'FAILED' and ("FROM_ADDRESS" NOT like <include the usual spammers here...> AND ...) ORDER BY "FROM_ADDRESS"

The timestamp you get in this column is the number of milliseconds that have elapsed since 00:00:00 Coordinated Universal Time (UTC), Thursday, 1 January 1970.

This would be very helpful. watching the logg to be preactive is not possible, we need to be able to rely on JIRA SD and when there is a problem be notified like above.

Best regads, Eva