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Ticket not got generated

unknown

Hello,

In our organization, all our support mails are routed to JSM Id so the ticket gets generate and hence respective engineer starts working on same.

Today we got the case where the ticket was not generated this happened when the user informed us but don't know up till now how many tickets has been missed.

Attaching the screenshot for reference.

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Jack Brickey

the image indicates that the user is inactive. have you checked/corrected this? if you are using a custom email you can log into the account and find all emails from that user and mark those that failed as unread for reprocessing.

unknown

Hi,

We have many users coming in and going out how to tackle current user is not active issue?

Jack Brickey

What do you mean by coming and going? Agents can, if configured to do so, add customers. The admin must verify the customer is active if there are issues. You can also make your project public if that is desired which allows anyone to create an issue.

did you check to see if this particular customer was active or not?

unknown

Hello,

Thank the user was inactive hence ticket was not getting generated.

How i can avoid such things or is there a time frame when user goes in inactive state?

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