We have setup Service Request notification for customers via email. Yesterday one of our customers initiated Service Request. This SR is not appearing on our Dashboard, though we have received it on our email id firstname.lastname@example.org.
Kindly look into this and let us know the root cause.
An email doesn’t appear in the dashboard. I’m not exactly sure what you mean by dashboard here to be honest. Maybe you mean in your queues? In any event please check the logs as I mentioned. I suspect you will find that the issue was not created because the from address was not a pre-existing customer. Unless you open up your project to be open then you must’ve define the customers upfront.
You are correct, I mean queues. We are receiving emails of different customers in the queue. Can you explain how can I define project as "Open".
In fact, I checked the logs too. There is no error entry for the day (19th July 2021) when the request was created by the customer through email notification.
Do you indicated you check the logs and there was no error. Let me rewind here a second. I have to wonder if the issue was actually created. Can you check the following:
I am wondering if your cues are defined in some manner that is excluding the customer and the actual issue was created as intended..
The Customer did sent an email on our id email@example.com. We can see it from the web mail.
Do we have to add customers?, We are using JIRA Service Management since almost 6 months now and have never added customer. Whats more, we are able to see their requests in the queue.
Can you share an mage of Customer Permissions under project settings? You don’t need to define the customer ahead of time if your project is public. Can you please check on my #2 request above, does the customer in question here actually have issues already reported?
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