Jira Service Management Cloud – Email channel

[Wagner COS_ Garcia]

Site: xxxxxxx@xxx.xxx
Product: Jira Service Management Cloud – Email channel

Issue summary:
Email requests are no longer being created from incoming emails, although they are delivered to a backup mailbox.

Details:
We are experiencing an issue where emails sent from:
- Sender: xxxxxxx@xxx.xxx

to our service project email address:
- Target email channel: xxxxxxx@xxx.xxx

are not creating requests/tickets in Jira Service Management.

Observed behavior:
- No request/ticket is created in the Jira Service Management project.
- A copy of the email DOES arrive correctly to a backup mailbox (so the message is being sent and received at least on our side).
- This issue started spontaneously (it was working before and stopped without any intentional config change from our side).

Impact:
Users cannot create requests via email for this service project when sending to cau@grupovemare.com.

Scope:
- At this moment, we are not sure if it affects only this sender (xxxxxxx@xxx.xxx) or multiple senders.
- Please help confirm whether messages from this sender (or others) are being rejected/blocked on Atlassian side and why.

Attachments provided:
1) Screenshot of the project email channel configuration in Jira Service Management.
2) Sample original email (or forwarded message) showing From/To/Date/Subject and timestamp.
3) Full bounce message including headers (if available), preferably as .eml. If there is no bounce, please check Atlassian delivery logs for these messages.

Questions for Atlassian:
- Can you confirm whether emails sent to xxxxxxx@xxx.xxx are reaching Atlassian’s email channel infrastructure?
- If they are rejected, what is the exact reason (e.g., DMARC/SPF, sender reputation, attachment type, size limits, forwarding configuration, etc.)?
- Are there any recent blocks, throttling, or delivery failures for this email channel or for the domain @polarissi.com in your side?
- Could there be any change or incident on Atlassian’s side that explains why this email channel stopped creating tickets, even though emails still arrive to the backup mailbox?

[Marc -Devoteam- · Accepted solution]

Hi @Wagner COS_ Garcia 

Welcome to the community.

You have not added screenshots, and you could check failures on mail be going to the "Jira apps" section within Jira adminstration and within the option "Emailed requests" check the email channel(s) here you can see the logs.

As this relates to your instance and this can't be solved, raise an issue via Atlassian Support

You need to have an admin role to raise issues.

On the community we don't have access to instances, we are users like yourself, trying to help.

[Arkadiusz Wroblewski · Accepted solution]

Hello and welcome to the Community @Wagner COS_ Garcia 

I think this question is a bit misplaced, because your post reads more like a direct case for Atlassian Support.

This is a community forum, so people here can definitely try to help, but nobody here has direct access to Atlassian’s internal systems or to your company setup.

Atlassian Support