Not all Emails are Creating Tickets

[kpuralasetty]

The team using the Client Issue issue types has an email address of SpatialServices.ISS@CoreLogic.com. That email has been set up to fwd to INSRSupport.JIRA.INTAKE@CoreLogic.com which should initiate the workflow create new Client Issues in JIRA. Most of the time it works, and other times no ticket is created. This can be for emails internal and external. One example is we received an email to the Spatial Services email from NPetrozzo@prosightspecialty.com

at 7:36 am CST. However, a new issue was not created in JIRA. Could someone review to see why some emails are not initiating the proper workflow?

[Andrew Laden · Accepted solution]

Hi

While the Atlassian community is helpful to answer questions about jira, it is not a support organization. We would not have access to your instance to review any logs. 

Are you using Jira on Prem (jira server?) or in the cloud? If you are in the cloud, you should contact atlassian support to help as they would have access to that.

if you are running jira locally, you can look at the log file $JIRA_HOME/log/atlassian-jira-incoming-mail.log for errors.

[kpuralasetty]

Jira server

[Melanie Fisher]

Hi, we have the same problem now. How did you solve the issue? Thanks!