Some requests received by e-mail are not creating issues.

[Francisco Areia]

Hello everyone!

Big Picture:

We are a Managed Services Provider based in Lisbon and we are using Jira Service Desk (cloud version) to manage our customers' requests.

Problem:

One of our customers' requests, received by e-mail, are not automatically creating issues in JSD.

Use Case and Relevant Info:

1. We have a general support mailing list, which is used by all of our customers (support@ourcompanydomain).
2. We have another email account, which is set as a custom email address for a project in JSD (servicedesk@ourcompanydomain) and this email is included in the mailing list above. 
3. One of our customers also has a general support email (support@ourcustomerdomain), which automatically forwards all emails to our general support email (see 1).
4. In this specific case, the requests are sent from our customer's employees to the customer's general support email (see 3) and automatically forwarded to our support mailing list (see 1), where JSD custom email is included (see 2).
5. The emails that follow the flow specified in 4, arrive at "servicedesk@ourcompanydomain" inbox but are not automatically creating issues in JSD.

Is this related to the fact that these emails have the "To:" field set as "support@ourcustomerdomain"? 

If not, how can we solve this?

Tks in advance.

Francisco

[Matthew Matveev]

I have the same problem!

Tasks are not creating even i use cloud address @vcv-team.atlassian.net.

So both flows don't work: issues creating via imap integration or default e-mail.