e-mail from specific user not creating ticket

[Kim Bertrand]

Hi community,

I currently have an e-mail address connected to our service desk in order to automatically create tickets. This works fine normally but today I encountered a case where i did not see a ticket being created, while the mail is visible in the inbox from Outlook.

I asked 2 different users within my organisation to send the e-mail again to the same address (one of them was the person wanting to create the original ticket). Both e-mails were sent and arrived in the inbox, however from 1 of them, again, no ticket was created (this was the same person as before).

Has anyone experienced a similar issue? And how did you solve it?

Thanks!

[Jack Brickey]

Hi Kim,

if you are an admin please view email logs - project settings > email requests and click on view logs for the email being used.

[Kim Bertrand]

I'm no admin but i can definitely ask one ;) thanks!