Email from Servicenow to Jira Servicedesk

Question

We have a customer that wants to report via their ServiceNow and they want to send mail  to our Jira from ServiceNow that will create a ticket in our Jira.

That is not a problem for other mailsenders from the same domain like name.name@companyx.com but from the adress ticketsystem@companyx.com that Servicenow uses nothing happens.

I have read that there could be some problems with "Precedence: bulk" from sending mail and I think that is the problem.
Is there  any kind of log in Jira (Cloud) so that I can see what is wrong and how can I find a solution to this "Precedence: bulk"?

Peder Öhlund · Answer

I can see the Email Reguest log now and I can see that there is a problem with

"The message was rejected because it is a bulk mail"

But when I try to reach the whitelist in Jira I cant find that

Peder Öhlund · Answer

Hi !

* Yes the account exists and ticketsystem@companyx.com  & namn.name@companyx.com is in the same organisation.

* I will check that one. I got this message when I tried to look at the log:
"You do not have permission to view this log. If the log is associated with a project, only the project administrator can view it. If it is not associated with a project, only the Jira administrator can view the log."

Dave LIAO · Answer

* Does a Customer account exist for ticketsystem@companyx.com in your service desk? If not, try creating one and test again.
* If you're an admin, go to the admin screen "Email requests", then check the log for your service desk - see anything that might help there?