Service Desk cloud not receiving emails or issues not created

thompson.sanjoto

Hi Jira SD,

 

I'm having issues on jira's SD cloud email not receiving any of my emails from my server.

I'm creating my own form (summary and description) since loading the jira's form loads pretty long in China, so the strategy was to host our own form and have our backend send the email directly to the jira's SD cloud email.  

We tested the form to submit other email providers and its receiving it perfectly fine, but when we use Jira's SD cloud email it says its successfully sent but no issue is created. 

Under the hood our backend email server utilizes amazon SES (Simple email service)

We tried to follow the link below and it didn't really work. Anyone have a ideas?

https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html

 

 

Nabil

Hi Thompson,

Can you try accessing the mail audit logs as Settings > Applications > Service Desk > Email request. Click on "View log" to find out what is the reason for the emails to not create a ticket. Can you share with me the result to understand the issue?

Regards,