Emails not creating requests/issues in Service Desk

[Ciaran Hartnett]

I'm currently trialling the Cloud version of Service Desk and I'm having issues with emails received into the system not creating tickets. 

Under Jira Settings > Email Requests, the email address shows a status of "No email received ever". But, the email is read and archived on the email account.

I've changed some of the global settings to allow users to send requests through the portal, hoping that would help with email requests, but no joy. Is there a setting I'm missing? Or are the emails being created/stored elsewhere within Jira?

Any help would be greatly appreciated.

[Angélica Luz · Accepted solution]

Hi Ciaran,

There are two settings that may be causing this issue:
1 - The customer does not have permission to create the ticket. You can check this in the logs on Jira settings > Products > Email requests > View log > Processing log.
Please, let us know if it shows an error. If possible, send us a screenshot.

2 - Please, go to Jira settings > System > Global mail settings and check if the Email processor is On. If it's not, enable and test sending an email to confirm if a ticket will be created.

Regards,
Angélica

[Ciaran Hartnett]

Hi Angélica,

Thanks for your reply, unfortunately, neither of your suggestions have resolved the issue. The Processing Log for the account is empty and the "Email Processor" is turned on.

Many thanks,

Ciaran

[Angélica Luz]

If the logs are not showing any information, then Jira is not processing the email, it means that someone or some other application is reading the emails before Jira.
Please, reset the password to make sure that anyone that is logged to the email will be logged out and only you have access to this inbox, then test it again.

[Ciaran Hartnett]

Thanks for your help Angelica. I missed out a key step in not setting up a Mail Handler for the IMAP server.

Managed to get it working.

[Mark Toledo]

Hi @Angélica Luz  I have the same issue.

We have an alias email which should be routed to support.pascalpress@randem.atlassian.net however when a specific user send an email it is not being created?

If I send an email it is being created, not sure why the others cannot.

Also this is the log:

[Mark Toledo]

In Addition nothing in Processing log

[Angélica Luz]

Hello @Mark Toledo,

Thank you for reaching out to Atlassian Community!

It would be important to ask the user to view the mail header and compare it with one of the emails that you sent and that created a ticket.

If it doesn’t show anything on the processing log, it means that Jira didn’t process the email.

The processing log tab shows all the emails that were read by Jira, so if emails from the specific user are not there, it wasn’t received or it was read before Jira could read.

Also, please, confirm if the user has the correct permission to create tickets in the project.

​​Kind regards,
Angélica

[Mark Toledo]

Hi @Angélica Luz 


Sorry but where again can I view to check if the user has a permission to create ticket?

Technically, the user is in customer portal and customer permission is set to Anyone in the web.

[Angélica Luz]

Hi Mark,

The customer permissions seem correct, your portal is open for customers to create their own accounts.

It’s important to check the other details I mentioned.

If nothing is shown on the processing log tab, it means that Jira didn’t read the email.

There is a better view of the logs directly from the project. Go to Project settings > Email requests (company-managed) or Project settings > Channels > Email (team-managed) and click on “View logs”.