I'm having difficulty getting the emails working correctly

[afrank@oregoncf.org]

My goal: make it so that users, who might be locked out of their user accounts (and therefore cannot log into Atlassian or their company email) can submit a ticket using their personal (non-company) email. I've set things up as I think they should be, but tickets coming from non-customer email addresses are dropped, and I seem unable to find any kind of logging or notifications.

What I've done: I created a mail handler specific to my service desk project. The handler is "create a new issue or add a comment to an existing issue." I set it to the correct project, checked the box for "strip quotes," for the "catch email address" I put in the address for the email channel of the project. Bulk = "ignore email and do nothing", I set my own company email address for "Forward email", unchecked "Create users," and set one of the existing customers on the project  as the "Default Reporter."

What happens: if I send an email to this service desk project from my company email account (which is a customer) a ticket is created successfully. If I send an email from my personal email account (which is not a customer) a ticket is not created. Also, nothing is sent to my company email address, which I thought would happen since I set it as the "Forward email".

Yes, I've seen this, and yes, I've read it: https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html#CreatingIssuesandCommentsfromEmail-messagehandlers  That's where I got the crazy notion that "Forward email" -> the mail handler has problems processing an email, a status message can be forwarded to a specified email address.

This was my experience before deleting the default mail handler. I deleted the default mail handler (because I didn't see how to prioritize the handlers, and I had no idea which would take precedence if multiple applied to an incoming message) and the behavior is the same.