Email Request not automatically create

[Vu Hoang]

Hi, 

I'm new to JSD and still trying to set it up for my company. I ran into this problem which in my opinion should be very easy and straightforward but somehow JSD makes it so complicated. So here is my problem:

I am trying to set up Email Request for my customer and have successfully connected our own supporting email (Gmail) with JSD. So I created the App Password for JIRA, connected it. I received the email saying "Your service desk email channel is ready to receive requests!...". However, no ticket is created. I tried to send another email to the supporting address, still no ticket is created. 

So I spent the last few hours reading all the related topics and have made sure that:

- I tested the email channel connection: working

- I checked the customer permissions: everyone can create ticket through portal and send email to [...]

- I checked and made sure Email Puller is on.

- I assigned default ticket types

I booked a demo meeting with JSD support team next week but I am hoping s.o in the community could help me figure this out. The other possibility that I could think of is that I need to have some settings in GMAIL to make sure the email is forwarded to JIRA. However, I can't find any instruction on that. 

Any support/advice is appreciated. 

[Jack Brickey]

Hi Vu, so did you add this email under project settings > email requests? And you have a request type assigned to the email address? Assuming so, in the email requests page click on view logs and see what it conveys for failures

[Vu Hoang]

@Jack Brickey 

Yes, I added the email in the Email Requests and also have Request Type assigned. 

Processing log doesn't have anything. Connectivity log shows SUCCESS status from my initial connection.

[Jack Brickey]

If you log into the email account do you see the emails in the inbox? Are they marked as read or unread?

[Vu Hoang]

@Jack Brickey the email are marked as unread.

[Jack Brickey]

That would seem to say your Jira instance isn’t reaching your email inbox. Is this a normal email address. Not shared email? Can you try the default provided email from Atlassian to see if it works or try another gmail address?