Why Are External Emails No Longer Appearing as Issues in Basic Service Desk?

[hank ortiz]

As of about 12 hours ago any emails that are sent to our support email address do not populate our Issues List.  There is no indication that emails are bouncing and there are no error messages sent back to the sender of the email.  I've looked through the settings in our account and I can't seem to find a setting that would cause this to happen.  Can someone give me some advice on how to troubleshoot this problem?

[Jack Brickey · Accepted solution]

Can you go to Project settings > email requests > and View logs? What do you observe?

[hank ortiz]

Couldn't connect to host, port: pop.secureserver.net, 995; timeout 50000; Using SOCKS host, port: edge-outboundproxy01-prd-uswest2.net.atlassian.com, 1080

Looks like it was a problem on the email side.

Thank you!

[Rahul Saha]

Hi,

We'd like to use Service Desk for a University help desk but there are a few limiting factors. There isn't a default way to create an issue for a customer, for one. For another, we have something tens of thousands of customers that we wouldn't want to have to license for. This product is so close to our needs and yet it doesn't seem to quite fit the bill.

thanks,

rahulsaha.