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Email received by Support (Custom) address did not create a ticket

Jason Klein

Hi Jira Team,

Having a hard time understanding what is going on here, a customer sent us a email (Attached image) however the Jira service management desk did not create the request.

I've looked through the logs to perhaps find a reason, without any luck.

This is resulting in emails being sent by customers (New or Existing) simply not showing up on the board, this is detrimental to our services.

Furthermore, the custom email account reports it only received an email 18 hours ago, this is simply not possible.

Accepted answers

Tomislav Tobijas

Hi @Jason Klein ,

One ‼️important note - this is a public forum, so it might not be the best place to share somewhat confidential info (at least not without consent from all parties). I'd recommend at least blurring the email content and the email participants.

Now, to the topic - if this custom email is sometimes creating requests (and sometimes not), the first thing you'd probably like to check is the email (inbox) itself.
We had this case once or twice and what happened to be the reason is that some emails landed automatically in spam so we/clients needed to whitelist email addresses from those senders.

How these emails connected to JSM work > only emails that land in the main inbox will be treated as entities/objects, which will create tickets in JSM (or leave comments on existing ones).

Cheers,
Tobi

All comments

Tomislav Tobijas

Hi @Jason Klein ,

How these emails connected to JSM work > only emails that land in the main inbox will be treated as entities/objects, which will create tickets in JSM (or leave comments on existing ones).

Cheers,
Tobi

Jason Klein

Hi @Tomislav Tobijas ,

Thank you for the important note, well understood and the original statement amended to align.

I can confirm the original email was received by the custom email account in the inbox and not under the spam folder.

I also noticed under the email logs found in JSM, there was a connection issue between the time the email was sent by the customer and received by the custom email vs the next successful connection and subsequent tickets/work items created.

Screenshot 2025-06-19 154130.png

Could this connection issue have resulted in the JSM not creating the respective ticket and if yes, how would one go about "refreshing" the connection to fetch latest emails/updates.

I would like to avoid disconnecting the custom email address account from JSM if possible.

We did also record an issue reported by Microsoft Outlook on the 17th of June, causing emails to be delayed and, in some cases, users were not able to login to their outlook accounts, could this have contributed?

Just for my own clarity and perhaps me being a bit naive, you mentioned that "emails which land in the main inbox get treated as entities/objects", is there perhaps a setting which affects this behaver which would result in the ticket/work item not being created.

Additional findings:
Under "Customers" tab, this email account had not been created, could this impact if a customer would be able to create a ticket/work item?

Your feedback would greatly help in navigating Jira Service Desk's landscape.

Kind Regards

Jason

Troy Anderson_htyevj

It sounds like the email never actually made it to JSM. So this would cause all the discrepancies you are calling out (no ticket, user not created, etc). I would suggest you work with your internal IT to determine why the error you have logged is occurring. If needed, you could also open a support ticket with Atlassian.

Tomislav Tobijas

Hi @Jason Klein ,

As Troy mentioned and based on what you've written, there might be numerous factors which could have caused this (incl. issues on Microsoft side).

The best course of action would be to reach out to Atlassian Support and give them data access, as they can probably find some additional background logs/data that can help debug this.

...you mentioned that "emails which land in the main inbox get treated as entities/objects", is there perhaps a setting which affects this behaver which would result in the ticket/work item not being created...

Unfortunately, there's no configuration/settings option where you could manipulate with this. It's system-designed, how some would say.

Under "Customers" tab, this email account had not been created, could this impact if a customer would be able to create a ticket/work item?

Yes, definitelly. It all depends how your project and global JSM permissions are configured. I'd suggest checking official support article: Change project customer permissions

If you'd like for customers to be able to create account for themselves (incl. case where they just send an email to support email/account), you would need to set project Customer permissions > Channel access to Open, together with configuring global JSM permissions at Settings > Products > Customer access and enabling "Allow customers to create accounts"

JSM permissions can be quite confusing at first so my tip would be to go through official docs and Atlassian Learning materials to get more familiar with this. In the end, hands-on experience can help quite a lot, so if you have some kind of sandbox environment (or just another site), I'd suggest using that as well.

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