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Automation not triggered when issue is submitted from specific email address

Adam Stierle

I have 2 Automations setup to Create Support Ticket and perform several actions.

when an email is sent to support desk from email addresses in our domain the automation works

when an email is sent to support desk from non domain emails the automation works

when i send an email to support desk from a specific domain email account, the automation is not being triggered

any help getting to the bottom of this would be appreciated

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Alex Koxaras -Relational-

Hi @Adam Stierle ,

Is this email set up as a customer?

Adam Stierle

The Email was not manually added as a Customer

these are our Customers settings

The Emails of the other internal/External users would also be customers by this definition

Adam Stierle

99% of our tickets get in via email

Alex Koxaras -Relational-

Do you know if any firewall exists for that specific domain?

Did you also check the blacklisted accounts on your email handler? Anything there?

Adam Stierle

Firewalls, not to my knowledge

Checked Blacklisted accounts, not there

We do get emails from that account and a support ticket does get created

but they are going to the Internal Queue in Jira. We have an automation. that states if you get email from this domain, change request type to internal and move to internal queue

Adam Stierle

but we have 2 other automations setup that should move the emails to 2 diff queues based on the Summary(subject) Text of the email

it works for all other internal and external senders, just not from this specific sender

Adam Stierle

showing it working/not working. here is failure reason

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