E-mail tickets aren't always created

[gregory.nessinger]

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)

[robert.nadon]

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?

[gregory.nessinger]

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. 

[gregory.nessinger]

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]

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".