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Mail Handler not working 100% of the time.

I have a Mail Handler that works... most of the time. For some reason I have one user that cannot create tickets via emails. When I log into the monitored mailbox her emails are unread. 

There is an email address ( that seems to generate tickets 100% of the time... even from the person mentioned above.

An external org has setup their own email address that forwards to the address. While the email forwarding creates tickets most of the time it does not work 100% of the time. 

How could I troubleshoot this? Has anyone seen something like this? There doesn't seem to be anything in the logs, although I could be wrong there.




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Graham Twine
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
May 23, 2023

Hello @Scala IT ,


Have you enabled the mail debug log in settings?

This may be a good resource to start with

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