Why some incoming email do not generate tickets in Jira?

Question

In our company, we are trying to use Jira Service Management to better handle support requests.

These requests come to our Support e-mail, which we set up on Jira. So now each e-mail we receive on our Support address automatically generates a ticket on Jira.

However, sometimes incoming e-mails do not generate tickets. Why is this happening?

Vero Rivas · Accepted Answer

Hi @dvalenti

Look at this post, maybe can help you

https://confluence.atlassian.com/adminjiraserver073/creating-issues-and-comments-from-email-861253784.html

Cheers

Jack Brickey · Accepted Answer

I would start by looking at the email logs - project settings > email requests > view logs. It is possible you will see failures due to from address not being a customer unless you have the project as open to anyone.