I managed to fix our Service Desks eventually. 

We upgraded our JSD version to .14 a couple of weeks ago, after which the left hand side column with the queues didn’t render correctly. After looking through the various forums I read the article saying to change the project type from a SD to Business and then back again.

Once I did that the Queue column rendered correctly (although we lost all the customizations). The SD project configs also went back to default, so I setup all the incoming email address again.

However the old email config tables were still in the DB so I guessed that’s why things might not be working. I deleted everything in the affected tables and reconfigured and the mails started processing again.

Hi Bartosz,

 Ours is Office 365 Online (e.g., Cloud Service).

Even though we've disabled the 12 month filter, Jira still thinks there's email in there. Outlook itself doesn't see any emails in the inbox, but the properties tab says there's 4 emails there - but they never show. I'm looking into why with IT - these are not 'deleted' emails, but are somehow corrupted and never coming through on the Outlook index.

So our current case is very likely now outside of your control. I'll have to touch base separately if/when we work out why these 4 emails aren't showing up anywhere excluding the IMAP properties counter.

julio.aguilarc, creefrappier, lawrence.smith, michael.blake745403501

Thank you for your comments. Could you please provide additional details about your particular set up (Mail Server provider and whether it is localhost, local network or cloud service) with logs from both ends (Jira and mail server) if possible. You can provide those here as a comment, by contacting support or contacting me directly. 

I appreciate your help with debugging the issue you are having. While the root cause of the problem mentioned in this ticket is considered fixed, you seem to be suffering from a very similar bug. 

Having the exact same issues. This is not resolved in 3.13.2

+1 - This has broken all 3 of my service desks since upgrading to 3.13. How does something so fundamental to a Service Desk break without the vendor issuing a announcement and prioritising the issue?

+1 up-vote on this!!!!! This is not fixed in the 3.13.1 running outlook exchange and secure POP3

Hi all,

Finally i'm using the Jira CORE mail handler (i tested POP and IMAP both work without problems)

The mail handler for JSD doesn't work for me.

• POP it is not possible to configure, it throws the message: Cannot link your email account due to emails in inbox.
• IMAP i could configure the channel (after suffering with certificates, keytool), the connections works but when i tested it doesn't generate tickets.

Thanks for your help

Hi Bartosz,

We are in a intranet, we use exchange and we have POP i'm testing IMAP.

i would try your suggestions and i comment if there are any results.

Thanks for your response.

Hi julio.aguilarc,

Versions 3.13.1, 3.14.0 and all future versions will have this fix included.

If you have the possibility to do so, you could check if you can set up IMAP with your email provider for that project and then check if you can set up SECURE POP with some test gmail account for that project or any other. If you are still having issues with setting up the email channel, please raise your issue on https://support.atlassian.com/contact/#/

hi Bartosz,

I re-validate the mailbox, i deleted mails from all folders (Inbox, send items, draft, deleted items; i tried again and the same msg: Cannot link your email account due to emails in inbox.

I'm using POP, i upgrade JSD from 3.13.0 to 3.13.1; i made a full reindex, restart of service, i tried also the workaround with tables AO_54307E_EMAILCHANNELSETTING
AO_2C4E5C_MAILCONNECTION but without success (the tables are empty).

I'm searching if i can register the email channel manually, or if i can upgrade to newer version (but actually i see these new versions doesnt mention a problem with email channel in JSD).

PD:

The solution works for Tara Hall?