intermittent e-mail requests issues with JIRA Service Desk

[Deleted user]

Hi - we are having intermittent issues receiving e-mail requests from customers. 

e.g. The same customer can successfully raise a ticket one day (Ticket is generated in service desk, customer receives confirmation etc.), the following day if the same customer sends a request a ticket won't be generated in service desk.

There is no trace of the e-mail n the queues or the mail audit log in JIRA, however we know the e-mail has been successfully sent because we can view it in our internal Outlook Mailbox.

There are also no errors in the connectivity log at the time the e-mail request goes missing. We are using a custom e-mail, the times we have tested the Atlassian cloud e-mail it doesn't seem to happen. The issue always does seem to resolve itself, however it does seem to be happening more lately.

[Angélica Luz]

Hello Gabriela and welcome to Atlassian Community!

The most probable causes for the ticket not being created and no error is shown on the logs is:
- Someone read the email.
- The attachment is too big and the email will not be processed (this case is only if you are using Office 365).

Jira only pulls unread emails to create tickets, so if someone clicks on the email, it won't be processed. It's important that this custom email is only used for Jira and it's a not shared mailbox.
Emails with attachments larger than 25mb will not be fetched, so it won't appear on the logs.

You can find more information here.

You said that it seems to resolve itself, is this email generating a ticket with some delay or the customer must send another email to create the ticket?
Is it happening to all customers?
This information will help us to better understand the issue.

If you have any other question, please let us know.

Regards,
Angélica