FishEye, Crucible 4.4 버전이 릴리스 되었습니다. 자세한 사항은 FishEye 4.4 릴리스노트 를 참조하십시요..
페이지 트리
메타 데이터의 끝으로 건너뛰기
메타 데이터의 시작으로 이동

 

This page contains information about the errors and problems that you might run into when setting up the email channel for your service desk. 

 

여결 확인

To troubleshooting email channel issues, the first thing to do is to check the connection between JIRA Service Desk and your email account. You will see error messages that show you why the email channel does not work for your service desk.

To check the connection:

  1. Choose > Add-ons. Scroll down to the JIRA Service Desk section and choose Email settings.

    (tick) Keyboard shortcut'g' + 'g' + start typing 'email settings'

  2. Choose Test

에러 해결

The following table describes the common errors and provides information about how to resolve them when available.

SymptomDescription and resolution

Gmail

Error message:

Unfortunately JIRA Service Desk couldn't connect to the mail server. Here is what the mail server said: "[ALERT] Please log in via your web browser: http://support.google.com/mail/accounts/bin/answer.py?answer=78754 (Failure)

JIRA Service Desk checks email accounts every minute. Gmail might suspect inappropriate usage of this account and lock it for security reasons.

To resolve this:

  • Create an application-specific password for JIRA Service Desk in Google Account settings. Details can be found here.

Microsoft Outlook, POP3

Error message:

Unfortunately JIRA Service Desk couldn't connect to the mail server. Here is what the mail server said: "STAT command failed: Exceeded the login limit for a 15 minute period. Reduce the frequency of requests to the POP3 server.

JIRA Service Desk checks email accounts every minute. Microsoft Outlook might suspect inappropriate usage of this account and lock it for security reasons.

To resolve this:

  • Use IMAP.

Gmail accounts, POP3

Requests are created from archived messages.

When JIRA Service Desk checks your email accounts for new messages, it polls the inbox folder.

Gmail uses labels to classify messages into categories and only has these folders: Inbox, Sent Mail and Bin (or Trash). This means that the archived messages are still considered as in the inbox folder. With POP3, JIRA Service Desk is not able to identify archived messages by labels and therefore still brings them in as requests.

To resolve this:

  • Use IMAP.
Customers send emails to create requests, but no requests are created and customers do not receive any notifications.

This problem could be due to one or more of the following causes:

  • The connection to the email account failed.
  • The customer does not have a user account in the system.
    Every customer must have an account before they can create requests. Emails sent from unregistered email accounts are not processed.
  • The default request type for the email channel became unsuitable for the email channel.
 Learn more

A suitable request type for the email channel must have the Summary field and the Description field as visible fields. Any other fields must be optional ones. 

To troubleshoot the issue and resolve it:

  1. Check the connection as described previously on this page.
  2. Check if user accounts exist for your customers. If not, create user accounts for your customers. For instructions, see Troubleshooting issues with the email channel.
  
  • 레이블 없음