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When a problem has occurred, and the Diagnostics have been setup
1) collect the atlassian-jira-incoming-mail.log and the jemh.log files, ZIP and attach to a mail to support@thepluginpeople.com, referring time, and issue keys if applicable.
2) screenshot the JEMH auditing screen so we can see the related times of JEMH processing invocation, and if the message involved was not successful, a screenshot of the detail drill down, accessed through a right hand hover icon.
3) attach your related Profile XML
4) the name of the mail server you are using e.g. Gmail, Microsoft exchange, internal, etc.
5) the mail protocol you are using POP/IMAP
6) your JEMH and Jira versions
If there is a communication or problem with retrieval, the incoming mail log with protocol logging will have the answer.
If there is a JEMH processing problem, the audit result and JEMH log will have the answer.
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