JIRA service desk Gmail setup

Question

Hi,

We set up the email forwarding from Gmail account in here.

https://<jira-host-url>/servicedesk/admin/TC/email-settings

However, if someone sends us the email with other people in cc, the ticket isn't automatically created in JIRA. If the email is sent to the forwarding address without anyone in cc'ed, the ticket is created properly. Does anyone know what the issue might be?

Shannon S · Answer

Makoto,

Thank you for letting us know! If you were able to resolve it somehow could you let us know what that is?

Shannon

Makoto Taguchi · Answer

Hi Shannon, Thank you. Seems like this is resolved already.

Shannon S · Answer

Hi Makoto,

Are the users being CCed considered Customers in the Service Desk project?

Have a look here: Receiving requests by email > Prepare customers for email greatness

What is the actual error when those emails are rejected?

See: Troubleshooting issues with the email channel

Regards,
Shannon