Email to JSM is not being created as a ticket/issue

[Mark Toledo]

Hi guys,

I've been searching and troubleshooting these for a month now, I think I've tried everything I see here.

If you can share a fix please, we have an email alias associated to the email account in JIRA Service Management Project, but there is a specific user that when she's sending an email its not creating an issue/ticket. Only from that user. 

[Gaurav]

Hello @Mark Toledo 

As this is happening with a particular user and not in general, this would indicate an issue with the user account setup.

I would suggest you open a case with Atlassian support team and take this issue forward.

[Mark Toledo]

@Gaurav  Where do we open a case please?