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Some clients can´t send emails to our Jira ticket inbox

Furisama

Hi there , some of our tickets are created by email when clients send us requests to our inbox through ...@athalassian.net

The clients that let us know they sent a request and we cannot find them in our board, are receiving this notification:

JSM email error June 2025.jpg

What could we do in this case? is there any settin we are missing out? why this only happen with certain persons?

Thanks!

Yuli

Accepted answers

Samuel Gatica _ServiceRocket_

Hi @Furisama

Welcome to the community!

Can you please post the email logs to check why it is failing?

View the processing log

From your service project, select Project settings, then Channels & self service, then Email.
Under the account you want to see the processing log for, select View logs.
Select Processing log.
- To find specific messages, search by email address, subject line, or work item key, or filter by status and date range.
- To download a message as an EML file, select More (), then select Download raw email message.

View the connectivity log

From your service project, select Project settings, then Channels & self service, then Email.
Under the custom email account you want to see the connectivity log for, select View logs.
Select Connectivity log.

https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/

Best regards

Sam

All comments

Samuel Gatica _ServiceRocket_

Hi @Furisama

Welcome to the community!

Can you please post the email logs to check why it is failing?

View the processing log

From your service project, select Project settings, then Channels & self service, then Email.
Under the account you want to see the processing log for, select View logs.
Select Processing log.
- To find specific messages, search by email address, subject line, or work item key, or filter by status and date range.
- To download a message as an EML file, select More (), then select Download raw email message.

View the connectivity log

From your service project, select Project settings, then Channels & self service, then Email.
Under the custom email account you want to see the connectivity log for, select View logs.
Select Connectivity log.

https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/

Best regards

Sam

Furisama

Hey Sam! thanks for the answer, aparently they never created an "user" in jira, so they couldnt send an email to create a ticket: email failure.jpg

Samuel Gatica _ServiceRocket_

Hi @Furisama

Check if the affected customer has access to your service project.

Go to your Project > Customers.
Search for the affected customer email on the Customers Page.
If the customer is not available, proceed to add the customer to the service project.
1. Please refer to Add a customer to a service project for instructions.

Best regards

Sam

Furisama

Great!!! didnt know that could be done.

Thanks a lot!!!!

Regards,

Yuli

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