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Email sent by customer to Jira Service Desk Cloud is not automatically creating issues

Patricia Campos
Patricia Campos
Contributor
July 22, 2020

Hi!

We are using Jira Service Desk Cloud Next-gen. Just recently, we received reports that end users sent an email to the helpdesk but issues are not automatically created in Jira.

We already checked the Mail Audit Log and there is no trace of such email being processed.

Anything we're missing?

Regards

Pat

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Alex Koxaras _Relational_
Alex Koxaras _Relational_
Community Leader
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May 5, 2023

Hi @Patricia Campos 

Is this user a customer inside your project? This is the main reason of a bouncing email. If he/she is indeed a customer and other people from their company are able to send email which are received by you, then I would check:

  • If that user can send in general email
  • Create a support request to Atlassian to see if this email address has been blocked
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