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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.
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
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.