We don't get our customer's requests in JIRA

Question

Hi, when our customer's send to us e-mail in Support, we get request in JIRA ("Unassigned issues"). But now JIRA don't registration our customer's email.

Some details:

1. we don't see any error message's

2. our customer's email's are correct

3. but, somehow our plan was change from free to Standard. But last week, I return it to  Free JIRA plan.

Our customer send e-mail to us, and this e-mail doesn’t go to JIRA.

Where is the problem? Thank you

John Funk · Answer

Great! Glad you found a solution.

Eglė_xop419 · Answer

Hi John Funk,

Thank you for your attention.

I sold the problem. I checked the email log, and there was the problem with authentication. So, I disconnect the email and configure it again.

John Funk · Answer

Hi Eglė - Welcome to the Atlassian Community!

So the emails no longer create a Jira issue after you moved back to a Free account? Is that the problem?

Have you checked the Permission Scheme to see who can Create Issues?