Byepass Tickets

[David Beguin]

Dear All,

We have Service Desk configured opening tickets via email. it works well but sometime it just bypass the email and not creating tickets. I check in the connectivity logs and don't see the email processed by Jira but in the Mailbox the email was received.

Could you please help me to solve the issue and make sure we don't miss any important tickets in Jira.

Thanks and Best,

Jagdish

[Pavel Junek]

Hi @David Beguin,

I've seen something like this before. Do you have Jira test environment? 

It happened to me that the test Jira also had access to the email (I kept the same settings as the PROD) and the incoming email "downloaded" from the mailbox before PROD. 

If you have created a test environment like this, please remove all settings for incoming emails (or disable it on the firewall).

Kind Regards

Pavel