Unable to receive support emails on Service Management

[Muhammad Asad]

Hi Everyone,

Recently our company changed the mail server. After that we are unable to receive emails on jira.
We have setup a support email, from which our clients can raise service related issues and those emails converts into jira issues/tickets on service desk.
Since our smtp updated we are not getting support emails on jira.

[Joseph Chung Yin]

@Muhammad Asad -

Hi Muhammad:

Two things that you should check -

1. Verify with your mail server infra support team to ensure there are no configuration on the mail server side which are blocking incoming emails to your server.

2. Contact Atlassian Support (https://support.atlasssian.com) for support team to access backend sys logs of your JSM cloud instance for any error on processing emails.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.