Some incoming emails do not generate tickets in Jira

Question

I noticed that a ticket was not created for a mail.

1. the mail was sent to the correct mail address
2. the person is created as a customer in Jira.
On the same day, one mail arrived from this person and was created as a ticket, another one was not.

Unfortunately I can't understand what this is due to, as otherwise it works regularly.

I do not see this mail in the logs either.

Does anyone have an idea?

Many thanks,

Jana

karel_mellen · Answer

Just to be sure, adding the issue Key in the email topic will result in a comment, not a new JSM issue / ticket.

karel_mellen · Answer

Sometimes, incoming emails don't end up as new Jira issues; they just turn into comments on existing ones. I'm still trying to figure out the exact rules behind when Jira decides to do one or the other. It seems like Jira looks at things like the email header, title, and what's inside to make its call.

I've noticed here certain mail forwards (used before to create an issue) get lost too.