Email from Servicenow to Jira Servicedesk

[Peder Öhlund]

We have a customer that wants to report via their ServiceNow and they want to send mail  to our Jira from ServiceNow that will create a ticket in our Jira.

That is not a problem for other mailsenders from the same domain like name.name@companyx.com but from the adress ticketsystem@companyx.com that Servicenow uses nothing happens.

I have read that there could be some problems with "Precedence: bulk" from sending mail and I think that is the problem.
Is there  any kind of log in Jira (Cloud) so that I can see what is wrong and how can I find a solution to this "Precedence: bulk"?

[Peder Öhlund]

I can see the Email Reguest log now and I can see that there is a problem with

"The message was rejected because it is a bulk mail"

But when I try to reach the whitelist in Jira I cant find that

[Peder Öhlund]

Hi !

1. Yes the account exists and ticketsystem@companyx.com  & namn.name@companyx.com is in the same organisation.
   
2. I will check that one. I got this message when I tried to look at the log:
   "You do not have permission to view this log. If the log is associated with a project, only the project administrator can view it. If it is not associated with a project, only the Jira administrator can view the log."
   
   

[Dave Liao]

1. Does a Customer account exist for ticketsystem@companyx.com in your service desk? If not, try creating one and test again.
2. If you're an admin, go to the admin screen "Email requests", then check the log for your service desk - see anything that might help there?