Creating ticket from specific Email address

[Savas Demir]

Hi 

I have couple of working projects. When I send email to specific email address, jira creates a ticket no problem. My issue is that when a customer sends email to it-escalations@whatever.com it does not create any ticket within my another project called Escalations servicedesk.

Within the Automation I can do this via my other email address e.g. when a customer sends email to it-servicedesk@whatever.com it creates the ticket in the other project which is what I am trying to achieve here but with other email address.

Customer sends email to it-servicedesk@whatever.com it creates ticket (with automation rule) in escalation servicedesk.

But when customer uses it-escalation@whatever.com it does not. 

The Automation rule i set up for this is;

Issue Created

Issue Matches : Email ~ it-escalations@whatever.com

Then to this:

create issue Project ~ Escalation

am I doing wrong anywhere here?

[Angélica Luz]

Hi Savas,

Thank you for reaching out to Atlassian Community!
I believe that the first thing that we need to check is the permissions.
If the ticket is not created, maybe they don't have permission to create a ticket on that project.
Please, go to Jira settings > Products > Email requests > Click on View log for the email it-escalations@whatever.com > Processing log.
On this page, you can see what was created successfully and what failed. Please, check what message appears for those that failed.
If a customer sends an email directly to it-escalations@whatever.com, is the ticket created correctly?

Regards,
Angélica

[Savas Demir]

Hi @Angélica Luz I do not see the email it-escalations@whatever.com in Email requests place.

[Savas Demir]

I only see the actual email address that is verified by jira and view log shows success. the problem is only when I send email to it-escalations@whatever.com which triggers the alert by opsgenie, calls me but then nothing happens. Jira does not create ticket for it. is there anyway you can check my configuration?

[Angélica Luz]

Hi Savas,

Here in community we don't have access to check your instance and configuration.
I created a ticket with our support so they can check your instance and find what may be causing the issue.
You will receive a notification and soon someone will contact you.

Regards,
Angélica