Email not creating new ticket

[mike.pearson]

Hi.  I am testing out Service Desk (cloud) to see if it will be a good solution for our support team.  Right now, I am having issues with emails creating tickets in the Service Desk Project.  When I first set-up our project/process, we were able to get emails to generate a ticket.  But ran into a problem because every response/reply in the email would generate a new ticket.  I changed the settings in Customer Permissions & now no new tickets are created.  I can see from the logs that the emails are getting to JIRA. 

Some use case/usability requirements:

1. emails to a specified address should create a new ticket in our Service Desk Project
2. When people on that email reply or comment, it should not create another new ticket.

Background on our process & issue:

We use a google group/distribution list as the initial capture point from our customer/partner (e.g. partnernamesupport@ourcompany.com).  All key stakeholders are members of that group/distribution list.  We would initial emails to that DL to create a ticket.  We originally accomplished that by just adding the default email account for the Service Desk Project to that distribution list.  That created a problem where every time someone in the group commented on the thread, it created a new ticket in the project.  We would like additional email comments to be added to the original ticket.

To test, I generated an email from one of my personal accounts (mike.l.pearson@outlook.com) to our google group/distribution list.  The email address I sent from is specifically listed in the allowed domains list.  That email successfully gets to the google account.  And as you can see from the log, it gets to JIRA, but is rejected.

What do I need to do or which settings do I need to change?  Any help would be greatly appreciated (screenshots below).

[Angélica Luz]

Hello Mike,

Thank you for reaching out to Atlassian Community!

Reading the details you provided and the screenshots, I can tell that the tickets are not being created because the project is closed and customers can't create their own accounts. 

If a customer is not manually added by an agent or admin and the project is closed, the emails will fail to create a ticket.

With that said, it's necessary to allow anyone with an account to send requests and allow customers to create their own accounts.

When I first set-up our project/process, we were able to get emails to generate a ticket.  But ran into a problem because every response/reply in the email would generate a new ticket. 

This issue happens because the distribution list was added to the ticket, but it doesn't mean that people on that distribution list will have access to the ticket. Only the reporter and customers added as participants or organizations will be able to reply to a notification in order to add a comment.

The issue happened because all customers from the google group received the notification, but their individual email addresses didn't have permission to comment.

So, in order to fix this, it will be necessary to use the configurations you did previously but customers that create tickets must not add the google group as a participant, but the email address from each person they need to share the request with.

Regards,
Angélica