Emails not creating tickets

Question

Hello,

We are experiencing an issue where some e-mails that we should receive as tickets in our jira service management isn't being proccessed.

We are currently experiencing a problem with our ticketing system (Jira Service Management), as some emails sent to the system are not generating tickets.

In other words, the client sends the email, but it is not converted into a ticket; we only find out because they complain that they haven't received a response to their request!

Could someone help us understand what might be happening?

Kind Regards,
Guilherme A.

Susan Waldrip · Answer

Hi @Guilherme Vinicius , if the customers whose emailed requests aren't creating issues are new customers (that is, they've never emailed a request before), then in addition to what @Samuel Gatica _ServiceRocket_ said, you can check to ensure they either have an Atlassian account (if your system requires customers and users to have one) or that they're added to the Active Directory group they need to be in (e.g., jira-servicedesk-customers).

Samuel Gatica _ServiceRocket_ · Answer

Hi @Guilherme Vinicius

Have you reviewed the email processing and connectivity logs for any errors?

Best regards

Sam