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E-mail tickets aren't always created

We setup a company e-mail account to use for Jira Service Management ticketing (cloud).  Most e-mails sent there get a ticket created in the project.  Some are skipped.  I check the in-box and the e-mail is there, but the ticket is not created.  

Where are the logs that show the processing of e-mails?

Why are my boss's e-mails not creating tickets (same e-mails system as ticketing.  Messages are usually forwarded, and it fails.  When I forward the e-mail, it works)

 

1 answer

It is usually a permission problem.  Do you set it to have the reporter be the email sender?  If so does your boss have permission to create an incident?  Is he a customer?

any e-mail coming into the Jira mailbox will create a ticket, doesn't matter the reporter.  Even outside e-mail address (yahoo, gmail) can create tickets.

But my boss has admin access to Jira and can create tickets in Jira, and has been able to create e-mail tickets before.  But now it fails. 

Just did more testings.  I was wrong about all messages will create a ticket.  So it is a permissions issues.  Boss's account used for messages is different from Jira account.

But where are the logs in Jira to see that this message is skipped?

Daniel Ebers Community Leader Feb 28, 2021

In your Service project you can click on "view logs" to see what the mail entry behaves like.
https://YourGreatSiteName.atlassian.net/jira/servicedesk/projects/YourProjectName/settings/email

It is split in "Connection log" and "Processing log".

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DEPLOYMENT TYPE
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