Email Requests in Service Desk not working

I'm trying to setup the email channel so that my Service Desk customers can email in an issue, and reply to email notifications to update their ticket. The email account in question is a gmail account. 

I've tried troubleshooting everything the docs suggest: 

- Tested the email connect (no errors, jira tells me it can connect to my gmail account successfully) 

- Customer settings are all correct - customers can create their own accounts, submit requests via emails etc

- Request type is setup & can be selected (only has 2 fields, Summary and description, both required) 

I email the email address in question and simply, nothing comes through to Jira. When I setup the email address I also didn't get the test that the documentation describes. 

Any ideas? I'm at a loss here - I've also tried disconnecting and reconnecting the email account, to no change. 

1 answer

1 accepted

Update - minutes after I posted this, I found the answer - our Global Mail Settings at a system level was set to not pull from email inboxes !

@Nicola Catton What setting is that? Can you be more specific? I'm having the same problem.... :( Thanks!

I found the setting - But it was already on for me, so this did not help. I still cant get emails through :(


Screen Shot 2017-09-12 at 2.34.44 PM.png

and finally figured it out... details here.


It was due to a user being removed, but all the issue types were still being assigned to the user so Jira just stopped creating the issues. What perfectly expected functionality (SERIOUSLY???).

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