Overview
This document outlines viewing the email requests for your Orange Tracker project. Project Managers and Administrators have the ability to view the project email requests. It is recommended to review the Email Requests page to see if there are rejected messages. If a message is rejected, it will not create a ticket.
As of 7/24/2023 3pm, we have turned DISABLED DMARC for the system. But we still find DMARC errors within mail due to third party mail systems, like Gmail.
Viewing Email Log
If you are a Project Manager, please use the left navigation bar and click on the Project Settings button near the bottom
Next, find the Email Requests button on the left navigation bar and click it
On this screen you'll find the email address used for the project, projectkey@su-jsm.atlassian.net
Next, click on the View Logs link to view the log
Most logs will not have any errors and will show New Requests and New Comments. At times you may see errors
Email Log Errors
We have found errors and here are some common reasons for the messages:
Rejected
- Failed a DMARC validation check
- This typically happens when forms send a message as the reporter. This is a potential mail spoof.
- Auto-reply mail
- This was a customer permissions issue and we have edited all projects to allow all users
- This also could be the Forward method. Ensure you are forwarding messages correctly: Enable Forwarding in SUMail
- Signup is not currently available
- This was a customer permissions issue and we have edited all projects to allow all users
- Automated delivery status message
- This typically is an auto 'out of office' message
Atlassian has a more detailed page about the log and a list of processing errors: https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/