Specific emails to Service Desk not received

[Jeff]

Hi,

We've had an issue recently with certain emails to our support channel not being converted into support tickets within the JIRA Support Desk. Emails sent by said customer are being received by our default support email address, which are then automatically forwarded to support@ourdomain.atlassian.net

Example:

1. Email at 2018-08-15T13:32:36.2614654 from user A forwarded to JIRA support address.
2. Email at 2018-08-15T13:43:15.7278309 from user B forwarded to JIRA support address.
3. Email at 2018-08-15T13:46:53.0476665 from user A forwarded to JIRA support address.

Only the email from user B was converted to a support issue in the JIRA Support Desk. Both emails from user A were not received in the Support Desk. No error was received by our forwarding service (all emails return status: delivered).

Does anyone have any idea as to what may be the cause of this issue?

[Bastian Stehmann · Accepted solution]

Hi @Jeff,

welcome to this community.

Do you have your Service Desk configured, that everyone is able to create a request or is it restricted. If it is restricted, can you please make sure, that User A is allowed to create a request.

[Jeff]

Thanks, @Bastian Stehmann 

Our Customer permissions are set to allow anyone to send a request by emailing to our support email address. (Side note: in the Global settings, Customers are allowed to create their own account as well). 

I think these settings would not explain the problems that emails from user A are facing then, should they?

[Bastian Stehmann]

Hi @Jeff,

you are right, this looks ok. 

It seems, that you are on Cloud, right?

Can you please check the email-log if there are any errors?

You will find that here: Jira Settings ->Applications-> Email-Requests and then in the list of email-addresses at the bottom of the page.

[Jeff]

Thanks, @Bastian Stehmann! Turns out the user has been de-activated in the past. This is why the Support Desk stopped the email from being processed. I have now deleted the user, this should sort the issue. I'll have him send a test email to be sure.