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Bug
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Resolution: Fixed
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High
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3.12.0
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10
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Severity 2 - Major
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23
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Thank you for your patience. The fix is now available on Jira Service Desk Version 3.13.1. For a complete list of issues resolved in this fix please refer here.
— Jira Service Desk Team
Hello All,
Thank you everyone who has voted or commented on this bug.
We've assessed this request and will be putting out a fix in an upcoming release. Stay tuned.
Thank you for your support.
— Jira Service Desk Team
Summary
Unable to create an email channel using POP /SECURE POP due to incorrect inbox empty validation.
How to Replicate
- in Service Desk 3.12.0
- Set up a new inbox
- Create an email channel : Project Settings > Email Requests> Enter the email server details with POP or Secure POP
- Click next
Expected results
- The Wizard should continue to : Set up email channel
Actual result
- This error is shown : "Cannot link your email account due to emails in inbox"
Workaround
- Setup the email inbox with a pop connection
- Run the following query first in the JIRA database:
select * from "AO_54307E_EMAILCHANNELSETTING";
- Take the ID from there and replace it for the <id> in the following Query and run in your database:
update "AO_2C4E5C_MAILCONNECTION" set "PROTOCOL" = 'pop3s' ,"PORT" = 995 where "ID" = <id>;
- relates to
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JSMDC-2268 You do not have permission to view this issue
[JSDSERVER-5778] Unable to create Email Channel with POP/Secure POP
| Remote Link | Original: This issue links to "JSDS-2268 (JIRA Server)" [ 370897 ] | New: This issue links to "JSMDC-2268 (JIRA Server (Bulldog))" [ 370897 ] |
| Description |
Original:
{panel:title=Atlassian status update as of 20th June 2018}
Thank you for your patience. The fix is now available on Jira Service Desk Version 3.13.1. For a complete list of issues resolved in this fix please refer [here.|https://confluence.atlassian.com/servicedesk/issues-resolved-in-3-13-1-952059632.html] — Jira Service Desk Team {panel} {panel:title=Atlassian status update as of 6th June 2018} Hello All, Thank you everyone who has voted or commented on this bug. We've assessed this request and will be putting out a fix in an upcoming release. Stay tuned. Thank you for your support. — Jira Service Desk Team {panel} h3. Summary Unable to create an email channel using POP /SECURE POP due to incorrect inbox empty validation. h3. How to Replicate # in Service Desk 3.12.0 # Set up a new inbox # Create an email channel : Project Settings > Email Requests> Enter the email server details with POP or Secure POP # Click next h3. Expected results - The Wizard should continue to : Set up email channel h3. Actual result - This error is shown : !page.png|thumbnail! h3. Workaround # Setup the email inbox with a pop connection # Run the following query first in the JIRA database: {code:java} select * from "AO_54307E_EMAILCHANNELSETTING"; {code} # Take the ID from there and replace it for the <id> in the following Query and run in your database: {code:java} update "AO_2C4E5C_MAILCONNECTION" set "PROTOCOL" = 'pop3s' ,"PORT" = 995 where "ID" = <id>; {code} |
New:
{panel:title=Atlassian status update as of 20th June 2018}
Thank you for your patience. The fix is now available on Jira Service Desk Version 3.13.1. For a complete list of issues resolved in this fix please refer [here.|https://confluence.atlassian.com/servicedesk/issues-resolved-in-3-13-1-952059632.html] — Jira Service Desk Team {panel} {panel:title=Atlassian status update as of 6th June 2018} Hello All, Thank you everyone who has voted or commented on this bug. We've assessed this request and will be putting out a fix in an upcoming release. Stay tuned. Thank you for your support. — Jira Service Desk Team {panel} h3. Summary Unable to create an email channel using POP /SECURE POP due to incorrect inbox empty validation. h3. How to Replicate # in Service Desk 3.12.0 # Set up a new inbox # Create an email channel : Project Settings > Email Requests> Enter the email server details with POP or Secure POP # Click next h3. Expected results - The Wizard should continue to : Set up email channel h3. Actual result - This error is shown : "Cannot link your email account due to emails in inbox" !screenshot-1.png|thumbnail! h3. Workaround # Setup the email inbox with a pop connection # Run the following query first in the JIRA database: {code:java} select * from "AO_54307E_EMAILCHANNELSETTING"; {code} # Take the ID from there and replace it for the <id> in the following Query and run in your database: {code:java} update "AO_2C4E5C_MAILCONNECTION" set "PROTOCOL" = 'pop3s' ,"PORT" = 995 where "ID" = <id>; {code} |
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2660013 ] | New: JAC Bug Workflow v3 [ 3126093 ] |
| Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |
| Symptom Severity | Original: Major [ 14431 ] | New: Severity 2 - Major [ 15831 ] |
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.
| Remote Link | New: This issue links to "Page (Confluence)" [ 384892 ] |
+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?
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.