Email Requests in Service Desk not working (v2)



I've read through this similar (recent) post, but emails into Service Desk have just stopped for my org. Anyone else know of recent changed/settings to check?

Note: This was setup and working months ago. It only recently stopped. I have not changed any settings. 

Our email domain is the one that atlassian provides (***@[mycompany] - so it shouldn't be related to the recent 'external' email domain changes -- detailed here:

*Note - we are g-suite authenticated

I've tried manually adjusting permissions to give 'Service Desk Customers' the create issues permission, but that throws a Major error as described here:  (I follow the prompts to reset it back to normal.)

My customer permissions as wide-open as showing here: Screen Shot 2017-09-12 at 2.42.36 PM.png

Screen Shot 2017-09-12 at 2.42.36 PM.png

1 answer

1 accepted


Figured it out. The Project Lead was changed (due to a employee termination) but all the issues types were still specifically assigned to the terminated (now inactive) user.

So the resolution was to change all the issue types to being assigned specifically to a different user.

For anyone else out there that has employees change... there is a nice log located in Configure>Appliations>Jira Service Desk>Email Requests> then click on the 'View Log' link next to the email address for your service desk> and then click the Tab for 'Processing Log'. Anything that has failed will show up there with a reason for the error.


In future -- I'd love to find out if I can set functionality to:

- Still create the ticket, but be unable to assign it. (Can that be done?)

- Have issues be assigned to the Project Lead rather than choosing a specific user


This helped. I then hit test on our email address list and found the problem.

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