Tickets not created for alert emails sent from remote management app

IT Brute

We use Jira Service Management for IT Tickets. When a user emails to "Helpdesk", who is a user in Active Directory, ticket is generated in Jira.  We have simple workflow to change the status of the tickets. 
We use NinjaOne as remote management software. The alert email sent to helpdesk@someDomain.com from NinjaOne does not create a ticket. However, if I forward the NinjaOne's alert email  it will create the ticket.  The emails are not being blocked, I checked the Helpdesk email status in the Exchange Admin Center and it shows they were delivered. 

We use Outlook 365. 

I am not sure what issue is at this point. 

Thanks!

Benjamin_tmh9yg

Hi @IT Brute ,

 

It sounds like you are using NinjaOne App to send the ticket straight to your JSM Project channel which is helpdesk@someDomain.com. There maybe some issue with the email use that is coming from Ninjaone vs when you forwarded from your email. 

 

You'll need to go and take a look at the email channel audit log on the Atlassian side and see what errors pop up. This should give an indication or clue to why the processing engine doesn't want handle it. It could very well be block by an Atlassian configuration. However, the only way to tell is to look at the logs. 

 

Here's the info about it:

 

https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/