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Create an issue from outlook generic mailbox

Im unable to create an issue from an email when enduser used a Generic Mailbox.

If the email is sent directly from user email ( the issue will be created, but if I use an Outlook Generic Mailbox ( the issue will not be created.

please advise if there is an issue or something missing in the settings.


1 answer

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Jack Community Leader Oct 06, 2020

Is the “” listed as a customer. If you go to the email log (project settings > email requests > view logs) what error if any is provided.

Hi Jack, is a customer that use a Generic Email ID in the company, for example is used by John, Steve, Paul, etc. ; all of then have access to the Generic Email ID, and the request will always come from; I believed is called "Shared Mailbox" in MS Outlook.

I could not find any View Logs option in my email request page, 

I'm the Administrator for the project, but not IT Administrator for Jira Services Desk.


many thanks Jack for your support and help

Jack Community Leader Oct 06, 2020

I have not worked w/ Shared mailboxes but there are a number of threads out there on this. You might find this one of interest - Configure-Incoming-Mail-Handler-on-Jira-Data-Center-using-Shared 

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