This is related to the email handler configuration in Jira.

Dinonath Khan

HI Team,

 

We have configured an email handler in Jira Software to create tickets from an email inbox (kbb.jira@mediamint.com). Both the email server and the email handler have been set up under Settings → System → Incoming Mail.

After completing the configuration, we tested it using the Test option, and it worked as expected. However, when a client (Powell) sent an email for testing to jira setup email and included additional recipients in the CC field, Jira did not process the email and no ticket was created automatically.

We would like to understand if there is any configuration step that might be missing. Additionally, unlike Jira Service Management, Jira Software does not appear to provide detailed logs to track incoming email processing.

Any guidance or assistance on this issue would be greatly appreciated.

arielei

Hey @Dinonath Khan 

Question, does the CC emails have access to your Org? or even have Atlassian license?

Try sending an email with CC with users that have access to your domain.

Best regards,

Ariel.