Some user's email don't create ticket

Question

We have set up a user group, from AD. In this group we have some user with email domain name different from others, so we have like two sub groups, each sub group has its Email domain name. One of the group cannot create tickets via Email, while the other group can.

I have no error message in jira, it just don't create the Ticket but we receive the Emil in the support Email box !!

Any Idea ?

mogavenasan · Answer

Glad to know that I can help.

Do you still need any help on this? Or else please proceed to mark this thread as solved.

Thanks.

Abou_o5j2ad · Answer

Thanks, I found it

mogavenasan · Answer

Hi @Abou,

JSM provides email processing logs via the UI which makes it easier to troubleshoot incoming mail issues. If you navigate to the processing log page as per Troubleshoot incoming mail in Jira Service Management, do you see the emails being processed?

Thanks,
Moga