Email request don't create ticket

[Constantine Shevchuk]

Dear support team,

Sometime have strange issue wit email request functionality. In jira we are creating tickets when letters are arriving on our mail address, however, lately we've noticed that not all letters creating tickets, even addressed directly to our support address. Could you please provide us with some help?

We reproduce it today. Issue is not created. Information about email letter (headers):

Return-Path: olivier_mangez@carrefour.com
Delivered-To: support@icecat.biz
Received: by mail-01.srv.icecat.biz (Postfix, from userid 5001)
 id B994AE130F; Fri, 7 Sep 2018 10:55:45 +0200 (CEST)
Received: from mail-wm0-f54.google.com (mail-wm0-f54.google.com [74.125.82.54])
 (using TLSv1.2 with cipher ECDHE-RSA-AES128-GCM-SHA256 (128/128 bits))
 (No client certificate requested)
 by mail-01.srv.icecat.biz (Postfix) with ESMTPS id 88664E12C8
 for support@icecat.biz; Fri, 7 Sep 2018 10:55:45 +0200 (CEST)
Received: by mail-wm0-f54.google.com with SMTP id 207-v6so13746617wme.5
 for support@icecat.biz; Fri, 07 Sep 2018 01:55:45 -0700 (PDT)
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
 d=carrefour-com.20150623.gappssmtp.com; s=20150623;
 h=mime-version:references:in-reply-to:from:date:message-id:subject:to
 :cc;
 bh=7rudLBP0C9AoDkG5NAG1oi6dvoSO1sElirtlS4+CUzU=;
 b=kNRBrXJNPH3mDxh+ZXvU3SQWiUvqrdVRceZ1TwAaq+WdNW9+TDASo3xY2cHPXH3mvC
 B0Q59lr1glMDY9Y+1Use5TKT8v4oSppeHevzbJajvlHk+nDZITg7bY/RUciiKskuu1B+
 FF0sMUH1+91VK20Zq7TblHAyTjXuNP1uJKMiKmP3eslQGX+0CC2ToPI6OklwpTArUcaC
 giibBHolke4Umbnt+TVVMi7yrv8cHwXnuo/74nN4gYp+vYR5TJJtN1KiZyZVhZWgqbvN
 7/up1Mr7+SE50x+8ExreXPfmhHvdWuoq4EZFDaO5rKd8u0Y4Bsyly46EpKBtD3kRKXWF
 snAQ==
X-Google-DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
 d=1e100.net; s=20161025;
 h=x-gm-message-state:mime-version:references:in-reply-to:from:date
 :message-id:subject:to:cc;
 bh=7rudLBP0C9AoDkG5NAG1oi6dvoSO1sElirtlS4+CUzU=;
 b=oPTtCWc5zWGI0sNWnACDPvN8PGRt5n0fvU83IJUslgN3WjvwqtPku/HNy+n3PA8HUp
 nJ9PTzxOxUzpI5Bjqf0OlSkTxrmhg6C5tIsGR7HWEakPLOZllctDz3CEln0njxdeEOIb
 sblLgugrBWn18tOvhqNk8yVVjLAPKP8KvqQhMUQk1usvxcUK/5AVuLOJLfOKnjh8SwLT
 MTKcdKuw0KCksuiUHVRU09i7YBFwCsrpNoilLvfEeXP4MlPtv0IWA7afeL7wLfVBRZBj
 7cZCdk4DWVbXoRamunznx2UQgMf1zXgbL7ijf1VR3xmlaGz6LzttEt8mG8TUWQdcimbl
 asdQ==
X-Gm-Message-State: APzg51CsBNQIdELi6MWdve3j/j71U7/LwNB8gjCYxigx4W7FLNS79gO+
 hWB3T4IWqWmCNIWRmSP8AW27h22ftQ9t2dLzIN98kASouKFjDY1+C6hzIISPJIwN6cyLDM2YZ+Q
 CUX+ScHmzO7neyrGqRPFGfQKD0w==
X-Google-Smtp-Source: ANB0Vdb7YXnyO9B+HhCZAmfJ+FsGoEf0JbjdxuGl1Jha2n2P1NBKfEiXJrmHoMY5VFXqSXI8M1KaCvM0CbRMezJKfdc=
X-Received: by 2002:a1c:b9cf:: with SMTP id j198-v6mr4686248wmf.93.1536310544454;
 Fri, 07 Sep 2018 01:55:44 -0700 (PDT)
MIME-Version: 1.0
References: 006401d44047$88801ca0$998055e0$@icecat.com 1102770866.20180831140223@icecat.biz
 005a01d4411a$6d0e5d00$472b1700$@icecat.com
In-Reply-To: 005a01d4411a$6d0e5d00$472b1700$@icecat.com
From: Olivier Mangez olivier_mangez@carrefour.com
Date: Fri, 7 Sep 2018 10:55:17 +0200
Message-ID: CAL3Ok=OcNTYDFCWPBHsJwLoxOZCU5sfw3J0SvFwghv1eity_Lg@mail.gmail.com
Subject: Fwd: FW: FW: IceCat - Articles - Carrefour
To: support support@icecat.biz
Cc: filip.vanryn@icecat.com
Content-Type: multipart/mixed; boundary="000000000000451c580575442c74"
--000000000000451c580575442c74
Content-Type: multipart/related; boundary="000000000000451c570575442c73"

--000000000000451c570575442c73
Content-Type: multipart/alternative; boundary="000000000000451c550575442c72"

--000000000000451c550575442c72
Content-Type: text/plain; charset="UTF-8"
Content-Transfer-Encoding: quoted-printable

[Victor Mutambuki]

Constantine,

Hope the documentation below will help
https://confluence.atlassian.com/jirakb/troubleshooting-jira-service-desk-incoming-mail-790960076.html

victor

[Constantine Shevchuk]

Dear Victor,

Your documentation can't be useful, because I talk not about email notification. I talk about email requests in Jira Service Desk. This is special function that can be configurated in Email requests section.