Customer emails to our portal email don't always open a request

[Tammy Ince]

Some of our customers don't use the portal but email our designated email address for their portal. At times, the email doesn't generate a request. The reason we know is because the Account Manager is included on the email and she notices that not all the emails are creating requests. I haven't seen anything that addresses this specific issue.

Thanks,

[Shawn Masters]

Validate your user permissions - normally when i encounter this issue its due to the permission scheme not allowing the user access to the project to create issues or comments.