This is related to the email handler configuration in Jira.

[Dinonath Khan]

HI Team,

We have configured an email handler in Jira Software to create tickets from an email inbox (kbb.jira@mediamint.com). Both the email server and the email handler have been set up under Settings → System → Incoming Mail.

After completing the configuration, we tested it using the Test option, and it worked as expected. However, when a client (Powell) sent an email for testing to jira setup email and included additional recipients in the CC field, Jira did not process the email and no ticket was created automatically.

We would like to understand if there is any configuration step that might be missing. Additionally, unlike Jira Service Management, Jira Software does not appear to provide detailed logs to track incoming email processing.

Any guidance or assistance on this issue would be greatly appreciated.

[Bill Sheboy]

Hi @Dinonath Khan 

As this is a public forum, I recommend removing / obscuring your actual email addresses from all of the posts in this thread in the text and images.  That will likely reduce the risks of unsolicited emails.  Thanks!

Kind regards,
Bill

[Dinonath Khan]

Hi @Bill Sheboy ,

Thank you for addressing this. I have removed all screenshots and emails from the posts.

Regards

Dinonath

[arielei]

Hey @Dinonath Khan 

Question, does the CC emails have access to your Org? or even have Atlassian license?

Try sending an email with CC with users that have access to your domain.

Best regards,

Ariel.

[Dinonath Khan]

Thank you @arielei 

[Dinonath Khan]

I will review this accordingly.

Question,Wil jira process every email received in the inbox that is configured for the email handler?

[arielei]

Hey @Dinonath Khan 

Yes it will, but if it wont recognize the assignee or cc it will fail.

[Dinonath Khan]

Hey @arielei 

[Dinonath Khan]

I have one clarification. I created a ticket by sending an email from my personal Gmail account  and included my another gmail account in CC , which does not have access to the domain, Despite this, the ticket was created successfully.

[Dinonath Khan]