Email to JSM is not being created as a ticket/issue

Question

Hi guys,

I've been searching and troubleshooting these for a month now, I think I've tried everything I see here.

If you can share a fix please, we have an email alias associated to the email account in JIRA Service Management Project, but there is a specific user that when she's sending an email its not creating an issue/ticket. Only from that user.

Mark Toledo_d2lpg2 · Answer

@Gaurav  Where do we open a case please?

Gaurav_0av1h6 · Answer

Hello @Mark Toledo

As this is happening with a particular user and not in general, this would indicate an issue with the user account setup.

I would suggest you open a case with Atlassian support team and take this issue forward.