Jira Project not raising ticket from external servicedesk email

[Anthony]

I am experiencing an issue where a user is trying to raise a ticket via another service desk email. 
All other emails are coming through as requested and generating a ticket. However when my project receives a ticket from another service desk email it receives the request but does not generate a ticket. 
I have looked at the projects permissions which are set to global and I have created this service desk as a customer to allow the project to raise a ticket. This has not resolved my issue.
Can anyone advise if I am missing a step in allowing another service desk to raise a ticket via email to my project? 

[Jack Brickey · Accepted solution]

Hi Anthony,

Can you go to project settings/email requests and click on the view logs? In their inspect for failures and see if you can find one associated with the from email that is causing the issue. 

[Anthony]

Hello Jack, 
Thanks for the help. 
The message I get on the logs have this exception ' The message was rejected because it is auto-reply mail.'

I am assuming I would need to change out settings to allow auto-reply mails to create a ticket? Or is that defaulted?

[Jack Brickey]

JSM will indeed ‘drop’ those emails. AFAIK, you cannot change in JSM, nor would you want to, IMO. 
I am a bit confused by your use case. Can you explain further? Maybe there’s an alternative solution here.

[Anthony]

Hmm that is understandable. I too find it abit confusing. Essentially I have a customer who wants to raise tickets via an email to my project but using a specific email which is like 'servicedesk@domain.com'

(If they send in a request from their own email it generates a ticket and then I can assign to other members in the project)

However, when my jira project receives a request from the email 'servicedesk@domain.com' it will not raise a ticket. 

And thanks to your wisdom I have established why its not raising tickets but I guess I am just wondering if there is a way to allow my project to accept a request from the email 'servicedesk@domain.com' and for it to generate a ticket (issue) on my Jira Project.

I am still very new to Jira so apologises for my lack of understanding.

[Jack Brickey]

Here’s an idea you can try. Why not handle the receipt of that email outside of JSM and forward to your JSM via a different email. In that way your email is coming from, let’s just call it customer@yourdomain.com which you would set up as a customer in your JSM project. Then your agents could change the reporter if needed or use Automation to do that. You would have your customer send the email to customer@yourdomain.com instead of your JSM email.

[Anthony]

Thanks Jack, 
This is a great idea.
Cheers for the help