Gitlab Service Desk is missing lots of incoming mail

[opensourced]

One of my Gitlab instances is configured to receive emails and also does receive most of them and processes them into issues. However, quite a good amount are missing and I have done some testing to check where the problems are.

• Cloudron mail server seems to receive and handle everything well.
• /home/gitlab/log/mail_room_json.log contains almost no errors for the period of the last several days in which i know that several mails have been missed.
• I searched the other logfiles for other related information, but could not really get something of much value.

Does anyone else experience this issue? Where can I dig deeper to find the core of the problem?

I actually found this... Could be related: https://gitlab.com/gitlab-org/gitlab/-/issues/267121

Cheers

[jdaviescoates]

@opensourced said in Gitlab Service Desk is missing lots of incoming mail:

I actually found this... Could be related: https://gitlab.com/gitlab-org/gitlab/-/issues/267121

Did you read that and follow it through to the updated docs which state:

When configuring a custom mailbox, the service_desk_email and incoming_email configurations must always use separate mailboxes. It’s important, because emails picked from service_desk_email mailbox are processed by a different worker and it would not recognize incoming_email emails.

?

Seems that being undocumented was the issue for all those people previously.

[girish]

@opensourced did you figure this one out ? Did it get fixed in latest GitLab releases by any chance?

[opensourced]

@girish I actually managed to get this running. The lower end of the section in the docs did the trick.