Service Desk ticket creation via Email

[Jessica Hitchens]

I turned on our Service Desk today and the email route was working at first but it has since stopped. Is there anything that I should update? I've already checked the setting below:

[Petter Gonçalves]

Hello @Jessica Hitchens

Thank you for reaching out.

We have a useful KB to properly troubleshoot issues with the email channel in Jira Service desk:

- How to troubleshoot issues with the email channel 

Since your problem is that the issues are not being created through e-mail, I suggest the following steps first:

1. Check the email connection.

2. Verify that the customer has permission to email your service desk.

3. Verify that the default request type for the email channel has visible Summary and Description fields.

4. Verify that the Email puller is on in Global mail settings.

• If the associated email inbox is in Office 365, it might be because an attachment on the request is larger than 2MB. This is a known issue with Office 365. To resolve it, try resizing the attachment.

• If the associated email is AOL, the AOL mail server might reject the mail. This is because the Atlassian Cloud mail server is not a fully-qualified domain name (FQDN). We recommend that you don't use AOL email addresses with your service desk.

Additionally, take a look at the mentioned KB and let us know if the steps did not work for you.

[Jessica Hitchens]

@Petter Gonçalves 

Thank you for the response!

1. I checked the email connection section. There is not an option to get a TEST email.

2. The setting is for anyone to be able to send a request to the email.

3. Summary and Description are there for the email request and are visible.

4. Email puller is on in Global Settings. I turned off and turned back on but it is still not working.

5. The issue is not with attachments as even requests sent via email with attachments are not being created in service desk. 

[Jessica Hitchens]

@Petter Gonçalves looking at the log, the emails are showing this:

However, this was a test email that I sent to the desk.

[Jessica Hitchens]

@Petter Gonçalves Actually after further investigation - it seems that if I send directly to support@unboxedtechnology.atlassian.net it works but emails sent to a distribution that this email is a part of are not working.

[Jessica Hitchens]

@Petter Gonçalves Any update?

[Petter Gonçalves]

Hello @Jessica Hitchens

Thank you for the provided details and sorry for the delay to answer your question.

The error you are facing is expected when including your site e-mail to a distribution list. Allow me to better explain it:

Service Desk incoming mail handlers have pre-configured rules that prevent them from processing automatically generated messages (e.g. auto-responses, delivery status bounces, Bulk messages) to avoid mail loops, spam or bulk creation that can affect the performance of your site. 

These pre-configured rules are based on the e-mail headers and can not be changed. That being said, the only way to enable specific users to avoid those pre-configured rules to filter the e-mail would be by adding their e-mail address to Jira Allowlist, as mentioned in the documentation below:

How are domains added to the allowlist? 

Let us know if you have any questions.