Ticket/Issue not created in JDS when request is submitted via email

[Omar Cabello]

One of our service desk is configured with an email of programming@sundanceusa.com. When one of our employees sends emails to this email address it does not create a service desk ticket/issue, however it does for everyone else. 

I checked with our IT department and asked them to track the email that was sent and they said the following:

"That message was sent with no sign of a bounce. Looks like the problem is on the Jira side. (I did a search and found a bunch of tickets with the subject of “test” but his message didn’t seem to be merged into any of those.) Please reach out to Jira to see if there is a reason some emails would not be converted to tickets."

I asked this employee to submit tickets via the portal in the meantime. Anyone in the community have any advice regarding this issue?

[Nic Brough -Adaptavist-]

If their emails are not being imported, but other people's are, then there is either an error in processing them (which would give you errors in Jira), or they are not reaching that mailbox.

Could you get them to send the most simple email possible?  Plain text, with something like just "hello" in the subject and "test" - no special characters, not even common accents or punctuation, just 1-9a-z