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Why is Jira not creating tickets when emails are sent to two company email distribution lists?

Fernando Rumi

Hi There,

I am facing the issue that when emails are sent to e.g; marketing and accounting groups, tickets are not being created on the accounting board.

However this project (accounting) is working with no issues when emails are received from a single address or other external contacts.

Any idea why this is happening?

It's a business project.

Thank you!

Accepted answers

Hernan Halabi - Elite IT Consulting Group

Hello @Fernando Rumi it could be the case that those emails are marked as bulk emails and Jira will ignore those types of emails.

All comments

Cristian Ionescu

Hi Fernando,

The project is a Servide Desk project or Software project?

Fernando Rumi

Hi Cristian,

It says is a Business project.

Screenshot 2020-06-05 at 12.30.15.png

Cristian Ionescu

Let me know if i understood well the issue:

Someone send a email to marketing and accounting groups and then a ticket should be created in the project ACT.

The ticket is created only when the email is sent to only one of the email groups: marketing or accounting?

Fernando Rumi

accounting@ is linked to the Jira project 'Accounting'

If I send an email only to accounting@ it creates a ticket, that is correct.

If I send an email to accounting@ + marketing@ or any other group, the system does not create the ticket even though the email lands in accounting@ inbox.

I hope that was clearer.

Thanks!

Hernan Halabi - Elite IT Consulting Group

Hello @Fernando Rumi it could be the case that those emails are marked as bulk emails and Jira will ignore those types of emails.

Fernando Rumi

It was marked as ignore, but after editing that field, the issue persist.

Is that the right setting?

Screenshot 2020-06-05 at 14.50.02.png

Hernan Halabi - Elite IT Consulting Group

Yes, set it that way and let me know how it goes

Fernando Rumi

Thanks Hernan. It worked!

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