не приходят заявки

[Ксения]

Привет

Уже долгое время не приходят заявки в джиру, хотя на почте они есть. Почта работает, support@domopult.ru, на нее приходят заявки от жителей, и они же должны приходить сюда https://domopult.atlassian.net/jira/servicedesk/projects/SUP/queues/custom/33, но эта связь сломалась. Прошу помочь исправить и выяснить в чем дело в ближайшее время.

[Ксения]

Thanks for answer.  Can you tell me the way how to find this Project settings → Email requests in GMail?

Presumably problem appeared when the new user was added to the mail.

[Gor Greyan]

Hi @Ксения

Welcome to the Atlassian Community!

Since the emails are still being delivered to the mailbox but no longer creating requests in Jira Service Management, it should be related to the email channel rather than the mailbox itself.

Could you check whether the email channel is reporting any errors under Project settings → Email requests? It's also worth verifying that the mailbox connection is still active and that the authentication hasn't expired.

Out of curiosity, did this stop working after any recent changes, such as updating the mailbox password, changing mail provider settings, or modifying the email channel configuration?

[Ксения]

Thanks for answer.  Can you tell me the way how to find this Project settings → Email requests in GMail?

Presumably problem appeared when the new user was added to the mail.

[Gor Greyan]

Dear @Ксения

Apologies for the confusion in my previous reply. I mistakenly assumed this was a Jira Service Management project, where Project settings → Email requests is available. Since you're using Jira Software, it is not applicable.

If the issue started after a new user was added to the Gmail mailbox, it's worth checking whether any mailbox permissions or Gmail settings changed at the same time. Although emails are still being delivered to the mailbox, a change to the mailbox configuration or the integration Jira uses to process incoming emails could prevent new issues from being created.

Could you let me know how Jira is currently creating issues from Gmail? For example, are you using Jira's built-in incoming mail handler or another integration? That information will help determine the most appropriate troubleshooting steps.