Very scary problem as I only recently noticed. Some incoming emails are not being picked up by jira (not even visible in the log) and thus not creating new ticket in JSM
Our mail domain is handled through Google and in the logs over there I can see the mails are actually delivered
Dec 15, 2020, 12:42 Received from an SMTP client with IP address: 40.107.7.57 (TLS enabled)
Dec 15, 2020, 12:42 Delivered to an SMTP serverNo Error
Dec 15, 2020, 12:42 Delivered to an SMTP server with IP address: 54.240.250.228 (TLS enabled)
I've added now some config to both deliver the incoming emails to my mailbox and to Jira and can confirm that it looks like really random behaviour...
- all emails are delivered to Jira
- but only some are shown in the logs and eventually in the ticket list (or are deleted because of spam, which is correct)
- some others (from real customers) do no appear in the logs nor tickets list
JSM is set up at our side to accept mails from everyone without having an account (and it is proven to be working as one of the mails that got through was coming from a new contact)
This is very inconvenient as we rely on JSM for customer interactions and we think responsiveness is major quality in this. Please advice!
