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Why doesn't my custom email forward to Jira Service Desk any longer?

Denise Lindgren

I successfully set up my custom email address several months ago, but we haven't gone live yet so hadn't been using the Service Desk yet and I see that now, when I send a test email to the custom address, it no longer forwards to Jira Svc Desk. I deleted and then added the custom email back into the set up area and the automated test message from Jira was successfully sent to my email account and then to the Jira Svc Desk, but if I attempt to email to the custom email address directly, it never gets to the Service Desk. Any ideas on what's happening? I've already checked the two factor authentication and it's turned off.

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Jack Brickey

Could be a number of reasons. Have you checked the emails inbox by logging into it to see if the emails are there? It could be you have a password expiry on the account and it has expired but that is just a guess. You need to see if the emails are making it to the inbox first.

Denise Lindgren

Yes - the emails reach the email inbox. They just dont get to the queue. I thought about the password thing, among others, so I deleted the "custom email" from the Jira Svc Desk entirely and then added it back. Jira sent a test email and it went to both the email inbox and the Jira queue. But if I email the custom email directly, it doesn't get to the queue.

Jack Brickey

Are you on cloud or server? If cloud I would suggest contacting support directly as only they can view the logs. If server you can view the logs for a clue. Just to be sure, I’m guessing you are not on an expired trial? The fact it was working originally and now it is not made me thing to ask.

Denise Lindgren

Cloud. And we are not on an expired trial - we've been on a paid subscription for a while now. Thanks for your suggestion! How do I contact them directly?

Denise Lindgren

Ugh - I'm in the 10 user license. We are not yet big enough to need more than that. Yes, that's the email that I'm speaking about.