Automation not triggered when issue is submitted from specific email address

[Adam Stierle]

I have 2 Automations setup to Create Support Ticket and perform several actions. 

when an email is sent to support desk from email addresses in our domain the automation works

when an email is sent to support desk from non domain emails the automation works

when i send an email to support desk from a specific domain email account, the automation is not being triggered

any help getting to the bottom of this would be appreciated

[Adam Stierle]

Firewalls, not to my knowledge

Checked Blacklisted accounts, not there

We do get emails from that account and a support ticket does get created

but they are going to the Internal Queue in Jira. We have an automation. that states if you get email from this domain, change request type to internal and move to internal queue

[Adam Stierle]

but we have 2 other automations setup that should move the emails to 2 diff queues based on the Summary(subject) Text of the email

it works for all other internal and external senders, just not from this specific sender

[Adam Stierle]

[Adam Stierle]

showing it working/not working. here is failure reason

[Alex Koxaras -Relational-]

Hi @Adam Stierle ,

Is this email set up as a customer?

[Adam Stierle]

The Email was not manually added as a Customer

these are our Customers settings

The Emails of the other internal/External users would also be customers by this definition

[Adam Stierle]

99% of our tickets get in via email

[Alex Koxaras -Relational-]

Do you know if any firewall exists for that specific domain?

Did you also check the blacklisted accounts on your email handler? Anything there?

[Alex Koxaras -Relational-]

Can you share your automation? WHat is the trigger? "On Issue Created"? If that's the case, then you need to see your workflow and check what event is being fired from that specific issue type.

[Alex Koxaras -Relational-]

@Adam Stierle thank you for providing all the info. I would propose to reply to me in the thread I started for consistency reasons and not to get mixed up.

Having said that, I see that your rule is getting triggered, but it doesn't pass the first IF statement. The summary/subject of the incoming email doesn't contain the specified text. Can you please confirm that? Keep in mind that specific text might be written with a different encoding, thus the whole IF statement fails.