Why Tickets are not created & get updated when send mail to support mail ID in Jira ?

Question

Tickets are not created & get updated when sending mail to support mail ID in Jira.

We have added our company domain mail ID as a customer support mail address in Jira. But when a customer sends a mail to support mail ID service tickets were not created & in already created tickets comments were also not updated.

Neeraj Pandey_awltjc · Answer

In our project customer settings, only users who are added as customers in out project can send email requests. I have checked user 'sgovilkar@divihn.com' is added as a customer in our project like other company employees. do i remove the user from the customer list & add him again might it will refresh its permissions ??

Alex Koxaras -Relational- · Answer

Did you change the customer settings, or the permissions scheme of your JSM project? It seems that the user is not a customer. Did you remove him by accident?

Neeraj Pandey_awltjc · Answer

I have attached a screenshot of the email log of one user whose mail address is added as a customer to our project, till march 1st no issue but suddenly from 2nd march issue is started. (our customer mail adress is itsupport@divihn.com)