not all emails are creating tickets on Jira,

Question

Hello

when the email come to outlook, tickets are not created for all those emails, mostly from outside the organization, for internal it is OK

fnusla · Answer

yes all the emails gets delivered to the mailbox but for only 95% of the emails the tickets gets created, the rest does not,

no the only access to those mailbox is given to only 2 staff and the mails show in the mailbox, not moved to a different folder

Ismael Jimoh · Answer

Hi @fnusla

With regards the above, I will suggest that you:

* Generate a support zip of Jira to see in the Atlassian-Jira-incoming-mail.log if any errors are thrown when emails from externals are arriving.
* Check your email configuration rules for Jira are you using IMAP or POP, we’re only specific domains whitelisted, did you setup a default reporter so that if an email comes from an unknown person, it will be processed to create an issue?
* Lastly, check if these emails are marked as read in your mailbox. If they were, can you mark them as unread to see if Jira processes them? For IMAP, Jira only processes emails that are unread.

I will start with these but also factor in the comments from @edwin vasquez @above.

Thanks

edwin vasquez_f9df79 · Answer

Hello @fnusla ,

Is this mailbox allowed to receive external mail? Do the emails actually get delivered to the mailbox? If so, is anything else or anyone else moving them to a different folder or marking them as read?