Jira service desk

[Aaron Chew]

I have been trying to use random email to send issues to the email that is linked to my jira service desk, but sometimes it doesnt seems to create a ticket on its own.

[Bastian Stehmann]

Hi @Aaron Chew,

welcome to the community.

Can you please check the email-logs, if there are any hints.

Jira Settings -> Applications ->Email Requests  there should be a list of email accounts and and "View log" Link.

[Aaron Chew]

Hi Bastian, I've check the logs, nothing was there. For those email that triggered the ticket, it was in the log. For those that didnt trigger any ticket, it was not in the log.

[Bastian Stehmann]

Can you check, if the emails, that did not trigger any issue, are still in the mailbox or if they disappeared?

[Aaron Chew]

They are still in the email

[Bastian Stehmann]

Hmm, can you please check the steps mentioned here: https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html

Do you have big attachments on that emails? 

[Aaron Chew]

Thanks for the link, I will check in out.

For those email, there were no attachments, just "test" in subject and "test" in the email content

[Bastian Stehmann]

Did that emails get marked as spam maybe? Jira Service Desk will not process the emails then.

[Aaron Chew]

Apparently not, email were received in inbox and not elsewhere