My Servicedesk is set to pull in emails from a mailbox, but not all emails are creating an issue

[Cody Barge]

I set up a mailbox (call it jira@) that I set Servicedesk to pull in from. There are some other mailboxes and aliases that forward to jira@, such as requests@ and tickets@. Some of those forwarded issues don't seem to be getting pulled in automatically.

[Craig Castle-Mead]

Hey Cody,

If your JSD project will only allow licensed/authenticated users to lodge support requests, then I'd start by looking at the sender email and checking they all have valid licenses and permissions to create issues in your servicedesk. If requests@ is forwarding to jira@ byt requests@ isn't a licensed user for example, Jira won't create the ticket.

CCM