Problem creating ticket by email

Question

Hi all

We are using Jira ServiceDesk 4.1 and have some projects configured to create ticket by email.

We have detected that emails sends from a scpecific email are not working properly because no ticket is created. From all other customers it works fine.

This email is a generic one and email content seems not to have any wrong, excet that name associated to email is different depending who send the email and different from name stored in Servicedesk. It can be a problem?

Any suggestion what to check?

Thanks

Jack Brickey · Answer

I’m not sure on Server. You might peruse the Server docs for a clue.

csuc · Answer

Thaks @Jack Brickey

Reviewing this I found this messages are reject by "SD Bulk"

Reading some other post and documentation found that in Cloud version a workarround to solve this can be use allowlist(https://support.atlassian.com/jira-service-management-cloud/docs/manage-your-allowlist/).

We are using server version and this option doesn't exist, any idea how we can solve it?

Jack Brickey · Answer

Can you check the email logs for the mail handler when the specific email attempts to create an issue? In cloud it is located here - project settings > email requests. The log may provide a clue, e.g. the email isn’t a registered user.