Registering an issue via email?

Question

This question is in reference to Atlassian Documentation: Receiving requests by email

One of our client's email is diageo@service-now.com. Every time they send an email from this account to our service desk email account (support@issyapp.com), JIRA does not register this issue.

Note: from any other email account, JIRA has no problem registering the issues.

Note 2: We have checked on the email server the support@issyapp.com account, and we can identify the emails from diageo@service-now.com entering without any problems (these are entering into the inbox directory, in other words not entering into spam).

Tibor Hegyi [META-INF] · Answer

Isn't it possible that your Mail Handlers's Bulk attribute is set to Ignore and the emails sent from service-now may be recognized as Bulk by JIRA?

Nic Brough -Adaptavist- · Answer

As you're on Cloud, I can't tell you to do the standard things that usually fix missing email - read the logs, if there's no errors in the jira-application.log, go to logging and enable incoming email logs and then read them (they get created in the same place as jira-application, but with different names which is nicer than having it all dumped in the application log)

But, I think I can guess at one probable cause.  Go to your list of users and check who has that email address (the diageo one, not support).  I suspect you will find more than one, and at least one of them will not have access to the service desk project.