Really strange issue here. We started using JSD in production last week. Works like a charm. However, there is one user that does not come up in JSD. When she sends an email, nothing happens. No slack notification (automation rule), not showing up in 'all issue's queue. I know for sure that she sends the email to the right address because I see it in the support@ Gmail account.
I use the organizations pro plugin to map users to organisations. And the user I am talking about is already a customer of ours with JIRA access on the same e-mail address.
I simply do not understand. Makes no sense :(
I am not familiar with the Organisations Pro plugin, but I would suggest double checking her permissions, and ensure that they is allowed to raise issues in the project.
I would also check that she is sending from the same email address that you have on her account and not an alias.
I hope this helps
How can I set the permissions? Strange that it always works, except for those two users.
I know for sure they are emailing to the correct email address because I see them in the gmail box AND in Zendesk, which is still running as a shadow (exactly for those cases). We launched JSD just recently, I wanted to kill zendesk this weekend.
If the emails are reaching the inbox, and JSM, is able to create tickets from other emails that are received, then there must be a reason why these users emails are not being picked up (especially if they are not failing in the logs).
My thought is that the users who are experiencing the issue are not registered users, and the service desk is configured to only allow customers that were added by agents or admins.
if this is not the case, I agree with Jack, it will be test to take this up with support as there couple be a problem.
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