Initially you'll get the following, its normal, just hit Retry Operation
This will look look like:
Exporting Test Case Emails
In order to reproduce the problem you see, a vendor neutral TEXT email format of the email is required, proprietary formats such as an Outlook .msg file cannot be used, see below for steps to obtain these (requires auditing enabled).
If you receive a forwarded email from JEMH, and it refers to an ID, that can be used in the following URL (with https, updated server name/ context-path and ID (bolded) as appropriate).
Jira logging creates the following log files in its JIRA_HOME/log folder, there are specific logs that can be provided:
atlassian-jira.log contains information about every event that occurs on your Jira. If you have a busy instance this file could be very large. Large files make it harder for us to pinpoint problems. See below for Dedicated JEMH logfile which is more specific.
atlassian-jira-incoming-mail.log : contains information specific to inbound mail handlers, this is OK if JEMH is largely the only mail handler used, if there are more, to ease understanding, see below for Dedicated JEMH log file. NOTE: This logfile is enabled through Jira Admin > System > Logging and Profiling. There is also a debug option for protocol logging, useful for 'connectivity' issues.
jemh.log : This log file is the Dedicated JEMH logfile, and is the preferred log format. It isolates all JEMH logging in one place without core Jira activities, see Enabling JEMH logging. A Jira restart is needed for the changes to take effect and this file to be generated. If you use windows as a host for Jira, this logfile may not get generated, in which case, we'll have to work with whatever you have.
Saves support asking for the above, delaying advice/resolutions. When attaching Test Case emails and Profiles, be aware they contain information that will be publicly visible by default. Feel free to set the Issue Security private between Developer/Reporter or Developer/Reporter and Interested Parties.