Jira Service Management troubleshooting: email requests, customer notifications and SLA clocks
For space admins and Jira admins: how Jira Service Management turns email into requests (puller, processor filters, database cleaner), reading the processing and connectivity logs, why emails fail or become new requests instead of comments, the request type and customer permissions the email channel depends on, who gets customer and internal notifications and why someone doesn't, the customer notification logs, and two SLA puzzles from Atlassian's knowledge base: repeated cycles and 'Breach time not found'.
- Level
- Intermediate
- Length
- About 55 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Jira Service Management
Skills you'll practise
- Explain the stages an email passes through and which kinds of email the processor filters out
- Use the email processing and connectivity logs to find why a message failed or was rejected
- Fix a request type or customer permission that stops email requests being created
- Work out who should receive customer or internal notifications on a request and why someone isn't
- Read the customer notification logs and choose the right fix for a failed notification
- Explain SLA cycles and fix the calendar problem behind 'Breach time not found'
Course outline
- 1.Troubleshooting Jira Service Management email and notificationsVideo · 2 min
- 2.How email becomes a request, and where to look when it doesn'tLesson · 19 min
- 3.What the email channel depends on: request types and customer permissionsLesson · 17 min
- 4.Notifications and SLA clocks that don't behaveLesson · 19 min
- 5.Jira Service Management troubleshooting: email requests, customer notifications and SLA clocks: knowledge checkKnowledge check · 16 questions
- 6.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Atlassian Support: How Jira Service Management processes email requests
- Atlassian Support: Test your custom email channel connection
- Atlassian Support: Change how you process emails in global mail settings
- Atlassian Support: About email logs in Jira Service Management (processing and connectivity logs)
- Atlassian Support: What are customer permission settings for email requests?
- Atlassian Support: Choose suitable request type for connected email accounts
- Atlassian Support: Add request participants through email
- Atlassian Support: What notifications do my customers and team receive?
- Atlassian Support: View customer notification logs for your service project
- Atlassian Support knowledge base: Customer Notifications won't trigger in Jira Service Management Cloud
- Atlassian Support knowledge base: Can SLAs have multiple cycles?
- Atlassian Support knowledge base: Breach time not found in SLAs
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