Emails sent to configured email do not create JIRA tickets

Question

We in our organization have setup support@company.com as the email address to which emails could be sent to raise JIRA tickets for a particular service desk project.

We have observed that tickets are not created when users either embed images or attach images to the tickets. Have anybody faced such issues and know of a solution?

Nimish Goray · Answer

Hi Josh,

Thanks for replying.

Yes, the said permissions have been given already. We see emails with zip files as attachments getting converted into JIRA tickets, but this does not happen for image files only.

The logs show nothing, which is also weird. Are there permissions specific to file types?

Warm Regards,

Nimish Goray

Josh Steckler · Answer

Hi Nimish

Have you ensured that the service desk customer - portal access is granted the create attachments permission in the project's permission scheme? Also have you checked the logs to see if there are any errors?

-Josh