Tickets from emails

[Alexandre Miron]

Hello everyone! 

On May 15 2026 our ticketing system was correctly sourcing tickets from a mailbox and this morning when we arrived it would not generate any tickets but emails are still coming in. We are uncertain what may have happened as no settings have been changed over the weekend since the IT Director is the only person that has admin access to Jira and it's parameters. Would anyone have insights on what to do so we could solve this problem

Thank you all in advance

[Trudy Claspill]

Hello @Alexandre Miron 

Welcome to the Atlassian commuity.

What type of Space does this concern? Get that information by clicking on the ellipses button next to the Space name in the navigation panel on the left. Tell us what the last two lines in the pop-up say.

If this relates to a Service space, an administrator of that project can navigate to the Space Settings > Channels > Email. From there they can review the log (View logs) associated with the email account from which the emails are processed, and see what errors are being reported.

[Alexandre Miron]

Hello Trudy!

Thank you for the prompt answer! I will seek out the information you need and get back to you ASAP!