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Clinets emails are created as tasks or comments but from my email, it was not, why?

sreejith Kumar_ryarwb

When my client sends emails to a specific email id that email is created as a ticket in Jira, but from my email id, if I sent a new email to that particular ID it was not created a ticket or if I sent a reply to that email from client, it was not creating as a comment. Please help me reveal this issue

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Sam Bartolome_q02y8r

Hi @sreejith Kumar

Welcome to the Atlassian Community.

Have you checked the permissions of who can create tickets? Is it Jira or Jira Service Management?

If the latter, have you checked the portal permissions?

Sam

sreejith Kumar_ryarwb

Hi sam,

We all have the portal permissions and the permission to crete tickets in Jira. already verified that. IT is JIRA not Jira service management. I thing in client's domain there was no issues, corresponding user have no issues. But in through our domain we all facing this issues. But in that past it was working fine. Please give your valuable suggestions.

Sam Bartolome_q02y8r

Hey @sreejith Kumar

I would suggest to contact the IT Team and see if they have made any changes to their email environment (as it worked before but not now).

Also, what happens if you send a plain email to the client's domain? Do they receive it?

Have you checked if the configuration of the Incoming email has been changed?

In the other hand, do you receive emails from Jira?

Sam

sreejith Kumar_ryarwb

@Sam Bartolome

Email communication is going on properly with them, also we got emails from Jira. If anyone from their side created a ticket in Jira, we got the notifications accordingly.

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