Create tickets in JSM directly from emails

[Shikha Verma]

Hi,
We have this feature in our JSM project; when any request comes into a specific email, those emails will be converted into specific Jira service management tickets. 
But somehow, it stopped. 
Please tell me how I can integrate Email requests into Jira tickets again.
Thank You!

[Joseph Chung Yin · Accepted solution]

@Shikha Verma -

You should review the following reference link on the setup for your JSM env - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

If it was working before, but it is now stopped working.  I would recommend you to contact Atlassian Support (https://support.atlassian.com), so they can review the backend system logs to determine the root cause of your issue further.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Shikha Verma]

Thank You Joseph Chung Yin

[Kian Stack Mumo Systems · Accepted solution]

@Shikha Verma, 

Are you using a custom email address, or the one provided out of the box from Atlassian?

If you want to investigate your mail logs, you can go to Administration -> Products -> Email requests. You should be able to view your connectivity and processing logs to see if there are any specific errors to investigate.

[Shikha Verma]

Thank You Kian Stack Mumo Systems

[Shikha Verma]

Thanks, I found the solution.