Emailed Request are being created hours/days after initial email

Question

Is there any way to figure out what is causing the delay of issues being created through email? Everything was fine until this past Friday, but since there has been a delay of hours and days. The delay started off with 30 minutes but has been getting worse as time passes by.

Thanks!

Samuel Gatica _ServiceRocket_ · Answer

Hi @Martin Quezada

I suggest you open a ticket with Atlassian Support so they can verify if there is an issue with the support@companyname.atlassian.net account. Unfortunately, I do not have access to check on that.

Best regards

Sam

Martin Quezada · Answer

Hi Samuel,

The emails are sent to the support@companyname.atlassian.net email. The emails do not show up. For example, I sent an email request on Friday, but it did not create a service request until Tuesday along with showing up on the processing logs. I have sent another Tuesday, and it has yet to show up on the logs or for a service request to be created via email request.

Thanks

Samuel Gatica _ServiceRocket_ · Answer

Hi @Martin Quezada

Are the emails sent to the Atlassian account provided when the project was created or to a custom email domain?

Do you see any errors in the email processing and connectivity logs?

Best regards

Sam