My jira service desk doesnt create request from email sent to your default adress

[Hyakansha Jukidab]

Hi, 

Is there a reason why the whole world or only my organization cannot open a ticket by email into my jira by simply sending an email at my defined adress ? Only few people can and other customer in my organisation cant.

Exemple: I can send an email to jira@compagnyname.qc.ca and after a minutes or 2, ticket will be into my project, and a customer notification is sent but if i ask my CEO to send an email at jira@compagnyname.qc.ca, nothing happen. i can see that we  received the email in my email configured into jira and a few second later, this email dissapear and nothing happen into jira. nothing is created. 

I asked my other Ti guys who is also a service desk user and if he try to send an email to jira@compagnyname.qc.ca, same problem happen. no new ticket open

I ask my a total random customer in the business to send an email and i havent receive it. 

Here my config so far.  

I linked my AD without any problem and my whole 600 users in my organization can log into jira to create ticket support.

In my jira administration / system / mail 

global mail settings:

Email puller = on

Email processor = on

smtp mail server ( link to our exchange )

send a test email = result passed and no error and everything is working.

Incoming mail

POP / IMAP Mail Servers

i added a pop server under the name Courriel Jira POP

MAIL HANDLER

CREATE NEW ISSUES FROM EMAIL

name : CREATE NEW ISSUES FROM EMAIL

Server: Courriel Jira POP

Handler: Create a new issue from each email

then i press Next: 

Project: SI

issue type : technicial support help

catch email adress: none

Bulk: Accept the email for processing

forward email = nothing

create users: uncheck

default reporter = none

notify users = checked

cc assignée = check

cc watchers unchecked

when i press test  =  No messages in mailbox. More details... 

I press Save

Can you help me ? 

Do you need more information 

Thanks

[Thomas Deiler]

Dear @Hyakansha Jukidab

do need to create issues from mails in a service desk or a jira core/software project?

So long

Thomas

[Rgpnunes Gmail]

This may be a problem in your workflow, have you changed a transition to create issue?

[Hyakansha Jukidab]

i haven't change anything yet