Service Desk Is Limiting How Many Tickets Can Be Submitted By Email

Question

I'm having an issue when I email SD tickets to the system. Our SD email is setup correctly because when I forward an email to our SD email, tickets get created.

The problem is when I send more than 5 - anything email after 5 does not get created. I have to wait 30 minutes before I can send another batch of 5 to SD.

This is really inconvenient after a weekend when I have 30-40 tickets to submit. I'm assuming this is to prevent spam, but this is really a horrible limitation for us.

Is there a why to increase the amount of email or whitelist our company domain?

We are on Cloud

Geoff Todd · Answer

Thanks @Jack Brickey & @Christian Radwanski  I will reach out to our IT. The reason I thought it might be a SD issue is because I sometimes receive 10+ emails in a few minutes when some of our users are updating confluence.

Christian Radwanski · Answer

I will agree with Jack, this is not Jira related but is a problem on your end.
All I can suggest is check what Jack has said. Also test sending mails from the office webapp. (outlook.office.com)
This will eliminate any software / hardware issues such as Outlook getting stuck and not sending mails.

If you are able to succesfully achieve your goals with the webapp, then it is your outlook / hardware getting stuck.
Else it is a network issue, in this case test some more by doing the same on different networks and hardware.

Jack Brickey · Answer

@Geoff Todd, welcome to the Community. On the surface this doesn’t seem like an issue with Jira. At least I haven’t run across this scenario. I’m wondering if it is something to do with you mail system, possibly a spam filter rule. At least this is where I would start my investigation, a chat with IT.