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jira@compagnyname.atlassian.net email handler

Alexandre Arsenault

Hi !

When my customers send an email to

jira@nvgsupport.atlassian.net it does not open a ticket.

But I do, it opens a ticket.

Our main email for jira is support@nvgsupport.atlassian.net

I always thought that jira@ open ticket as well.

No traces of it in the logs.

Accepted answers

All comments

Nic Brough -Adaptavist-

This sounds like your customers do not have accounts associated with the email addresses they are sending their requests from, and your system is not configured to automatically create them.

Alexandre Arsenault

Yes, they have an account as client and they have an history of opening tickets, via the portal or via another email than jira@nvgsupport.atlassian.net

Nic Brough -Adaptavist-

Ok, what does the incoming mail log say when it ignores one of their emails?

Alexandre Arsenault

Nothing, it doesn't even appears on the incoming mail logs.

I guess that it's because this log is for support@nvgsupport.atlassian.net and not for jira@nvgsupport.atlassian.net

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