Emails forwarded to configured account not generating tickets in service desk

We have an external email address configured to open tickets in Service Desk.  Emailing the address directly works fine. However, emails sent to a distribution list (alias) that the email address is a member of do not get tickets generated.  

It is an IMAP server and the messages are sitting in the Inbox and being marked as read by Jira, so I know that Service Desk is reading the emails, but it's not creating the tickets.

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