Emails forwarded by a rule are not creating a ticket

Question

Emails which are auto forward to JSM from Outlook using a rule are not appearing. Manually forwarded emails are.

I have added the domain to the allowed list, but it still isn't working.

How can I fix this as we need certain emails to create tickets automatically

Duncan Read · Answer

Hi yes, that's correct. There's nothing in the email log apart from the manual ones which worked. I'll double check though.
The same rule is forwarding onto our existing ServiceDesk provider, so should be forwarded on OK, but I'll check nothings failing with IT

thanks,

Duncan

John Funk · Answer

Hi Duncan - Welcome to the Atlassian Community!

Just to verify, if you forward an email from an Outlook account manually, it creates the ticket. But if there is a rule in outlook that gets executed automatically for that same account, it does not create the ticket?

If that's the scenario, have you looked at the email log in JSM to see it shows there and being rejected? Also, have you verified with your IT staff that the email is actually getting sent from your server to Atlassian?