emailing support tickets into Jira

IT_txwmzu

We have recently upgraded Jira to version 7.11.2 and we have Jira Service Desk 3.0.11 

 

For some strange reason after the upgrade users emailing the servicedesk do not receive an email stating their ticket has been logged and the request is not uploaded into Jira so Jira Service Desk agents do not see the call logged.   

davy

Hi Amar,

Notifications are send after the ticket has been created.
Since the agents don't see any logged tickets, it's quite possible Service Desk is having trouble retrieving the email messages.

Verify the mailbox is present in the Service Desk project configuration and the mailbox can still be accessed by Service Desk
- https://<servername>/secure/admin/SDMailInfo.jspa
Below, on the right side of the mail box, there is a Test button and an option to see the logs for any errors with the mailbox 

Additionally, in the documentation below that are some JIRA Service Desk Incoming Mail trouble shooting steps you can try.
- https://confluence.atlassian.com/jirakb/troubleshooting-jira-service-desk-incoming-mail-790960076.html

Best Regards,