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Service Desk Emails are intermittent

We are experiencing an issue where email responses are being posted as comments intermittently. A user can create a service desk request via email, yet some of the replies to emails get posted and some do not. Initially, I thought this was related to the JSD email being in the CC line, but it appears that some emails are accepted with the JSD in the To or CC field. 

What's odd is that some emails from users with valid permissions are just not getting pulled in. In one example a reply was not added with the CC listing the JSD email, nor was the second reply to that, however; the 3rd reply to the email chain was. And, the 2 people communicating were the reporter and the assignee.

Additionally, I can't find any logs indicating failures or receipt of the emails.

Has anyone experienced an intermittent issue like this?





1 answer

I have experienced this as well. While monitoring the inbox, I will noticed that some emails are not being read by the service account email.

I have not tried to figure it out since it has been working lately, but this is an issue at times.

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