user sent email to jira but jira not created a tkt in project some times

[venkata kaithepalli]

user want create tktin jira, he sent mail using EMIL this issue mailbox some time it won't create the tkt in project some time it works MAY I know the RCA for this 

[Brant Schroeder]

@venkata kaithepalli Is it the same user that is sending in the request or does it work for some users and not others?

If some users are able to send requests via email and others are not then you will want to check permissions.  Start with customer permissions on the project here: https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

Make sure that the project is setup so Anyone can email the service desk or raise a request in the portal

If the same user is able to create issues at random then you need to check the email processing logs by going to the admin cog in the upper right hand corner, selecting applications and then email requests.  Under the email requests you will see all the active email addresses and service desks they are associated with.  You can then click the view log to see the emails that are being processed.  It is important to remember that if you read an email in the account that the email is being pulled from before it is processed then it will not be pulled into the service desk (IMAP)

[venkata kaithepalli]

Hi @Brant Schroeder ,  Anyone can email the service desk or raise a request in the portal is enable 

same user can raise the issue, it was not regular issue some time it was happning this problem the mail has sitted in mail box jira backup folder but mail has converted into jira tkt 

[Brant Schroeder]

Do you access the mail inbox of the email account that is feeding the Jira Service Management desk?  If you do and you read an email before it is pulled by Jira then it will not be processed.  The mail has to be unread in order for it to be pulled through IMAP.