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Emails do not show op in JSD

Daan Gönning_sq4wp5

Hi,

Really strange issue here. We started using JSD in production last week. Works like a charm. However, there is one user that does not come up in JSD. When she sends an email, nothing happens. No slack notification (automation rule), not showing up in 'all issue's queue. I know for sure that she sends the email to the right address because I see it in the support@ Gmail account.

I use the organizations pro plugin to map users to organisations. And the user I am talking about is already a customer of ours with JIRA access on the same e-mail address.

I simply do not understand. Makes no sense

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Benjamin Paton_yibbj0

Hey Daan,

I am not familiar with the Organisations Pro plugin, but I would suggest double checking her permissions, and ensure that they is allowed to raise issues in the project.

I would also check that she is sending from the same email address that you have on her account and not an alias.

I hope this helps

Cheers,

Ben.

Jack Brickey

The first thing I would check is the email logs - project settings > email requests > view logs. Look for the request being sent by her to see what the error is.

Daan Gönning_sq4wp5

Hi, @Jack Brickey and @Benjamin Paton , it does not show up in the logs at all. I have it with two customers now.

How can I set the permissions? Strange that it always works, except for those two users.

I know for sure they are emailing to the correct email address because I see them in the gmail box AND in Zendesk, which is still running as a shadow (exactly for those cases). We launched JSD just recently, I wanted to kill zendesk this weekend.

Jack Brickey

this tells me that the email is not getting to the JSM inbox. Can you check w/ your IT department (assuming you have such) and ask them to do a message trace? Somewhere the email is getting dropped.

Daan Gönning_sq4wp5

it seems that the email is delivered correctly to support@ mailbox, but the sync with JSD fails. It seems a JSD problem.. Any logs or ideas?

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