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The JEMH Profile > Message Filters have many default filters that are there to exclude mail from being processed, e.g. to prevent mail loops or generally unwanted email content.

Common Causes and explanations

There are many causes for a mail not be processed, from IO problems beyond JEMH scope to configuration decisions. Many outcomes are controlled by JEMH Message Filters. Below are common causes to help interpret the kind of Forward received:

Folder Closed

A Folder Closed Exception means the mailhost closed the connection on JEMH whilst the mail was being read. This is not a bug in JEMH so please do not raise support queries for this. Mail that is not processed normally like this will be retried. If it continually repeats, see the linked page for more.

Message Removed

A Message Removed Exception means that by the time the current Message was accessed by JEMH the mailhost had received a ‘read/delete’ response from another Jira node/instance. This is not a bug in JEMH so please do not raise support queries for this. Mail that was removed could not be fully read (by the current JEMH process) as such JEMH doesn’t mark the mail ‘read/deleted’ as that already happened, see the linked page for more.

Catch Email Mismatch

JEMH requires a match against the incoming ‘mailbox’ addressee, referred as a Catchemail Address (How Catchemail mailbox addresses are identified). If mail is found with no addressee match, it's unexpected, and JEMH will not process it. The default behaviour is to Forward such mail, you can change this in the JEMH Profile > Email > Message Filtering > Non Catchemail Match Action (below) but doing so is not recommended:

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Risk of Data loss: If no action is taken, customer mail may be lost. JEMH > Auditing > Settings > Inbound auditing > Retention settings controls how long JEMH will keep mail for, you need to act before that time, there is no further recovery.

Precedence: Bulk / Junk / List

Mail containing a “Precedence: ” mail header indicates it comes from an automated/generated source (such as Jira) and is typically blocked by JEMH to prevent mail loops. By default such messages are dropped. JEMH allows per-project Message Filter actions on a range of headers including this one through Profile > Project Mappings > nnn > Email > Message Filter Actions

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Enabling “Precedence: bulk” mail will not in itself enable mail loops from a local Jira, there are additional steps, but it opens the door.

Failed to create or comment on an issue

Issues can fail to be created due to:

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