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Of course, we are here to help you get mail running smoothly but our support to you is primarily limited to the use of the JEMHC application, we cannot advise on specifics relating to a particular mail host, we provide information for 3rd party systems on a best endeavours basis.
Enabling a blocked Source/Outbound Connection
If a Mail Source connection or Message Outbound connection goes offline, the connection will be retried using the following configuration:
If the connection has been offline for less than 7 days, the connection will be retried at least every 30 minutes. This allows intermittent disconnections to be resolved without manual intervention.
If the connection has been offline for over 7 days, the connection will be retried once daily.
If your connection does not get automatically re-enabled, please continue reading to diagnose why the connection is still offline.
Be aware of firewall issues
If you have a firewall, it is possible that the JEMHC System needs to be allowed to communicate with your mail host.
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Enabling a blocked Mail Handler
Message Handlers can become blocked/disabled by JEMHC or manually removed from the scheduler.
Re-enabling is done by Polling the mailbox, by doing this we are effectively ‘running’ the Mail Handler (to retrieve mail):
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A successful execution that did not result in a Blocked outcome would show as:
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Any other outcome means further work is needed.
Enabling a Mail Handler to be scheduled for automated execution
Edit the Mail Handler:
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Ensure that scheduling is enabled:
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How to Access JEMHC
As a Jira Administrator in your instance, JEMHC is found through:
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When JEMHC Mail Handlers process a message, we check if that message was processed already. If we have seen it before, re-processing that mail will likely result in the mail still being left in the mailbox and be repeatedly processed with the only other outcome being your Plan capacity being reduced to zero over time. JEMHC blocks the handler because some kind of manual intervention is required.
Typical Causes
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Catch Email Address mismatch
Your Profile > catchemail list does not Catch Email Addresseslist doesn’t find a match for the incoming mail addressees.
If your Profile > profile’sNon-catch Email Action is Ignore, the mail will be left in the mailbox. Failure of this mail to be removed before the next scheduled run of JEMHC If the mail is still there when JEMHCloud next polls the mailbox, it will detect the repeated processing of the same mail and take the handler offline again.
If your Profile > Non-catch Email Action is Forward but you do not have a default SMTP configuration, then the mail must be left in the mailbox. Failure of this mail to be removed before the next scheduled run of JEMHC will detect the processing of the same mail and take the handler offline again.
Check the JEMHC > Auditing > Inbound Messages, use “View Report” action to see what addresses your Profile expects, and what the mail has. Decide what to do next!
Enabling a blocked Mail Handler
Message Handlers can become blocked/disabled by JEMHC or manually removed from the scheduler.
Re-enabling is done by Polling the mailbox, by doing this we are effectively ‘running’ the Mail Handler (to retrieve mail):
...
A successful execution that did not result in a Blocked outcome would show as:
...
Any other outcome means further work is needed.
Enabling a Mail Handler to be scheduled for automated execution
Edit the Mail Handler:
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Ensure that scheduling is enabled:
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