Issues with Emailed Request Channel

[Christopher Stevens]

Greetings!

Im having a setup configuration issue where my mail received by the Emailed Channel is not setting the correct request-type as Emailed Request and hence not moving things automatically to Incidents (where that request-type is assigned to).

Bit of background - I have custom domain setups. It's authenticated in Atlassian Admin, custom URL's.. all verified and working. Custom Email Domain has been set up as well in Admin with DKIM/DMARC configured and all green ticks (Active)so its working. Mail is Exchange Online based Shared Mailboxes.

I have 5 Projects, each one has it's own system email (all shared mailboxes). All are bound on Atlassian Admin, and also in the Global Jira Service Management Settings. Each one is showing connected and assigned to their respective projects via the Mail Handlers.

I've also removed the Cloud emails from it (support@userdomain.atlassian.net) completely now. Those were working before, but I'm not using those - I'm using my own domain.

The issue is - I directly email the email associated with one project, and I can see the email arrive in the mailbox in Outlook, then it disappears. What is happening is the Mail Handler is picking up the mail and its going to the Open Tickets Queue (and then deleting the mail) - but no Emailed Request tag is being applied to it so it's not going to the Incidents which should be default. Because of this it's also not sending the confirmation email that the Ticket has been logged.

The Mail Handler is correct, the correct Project is assigned, the Issue Type as [System] Incident. Under the Project email settings, the Email Address is there and assigned correctly, and the Configured Email Request Type is set to Emailed Request. 

If I go to Project Settings > Email Requests is shows 'no email received ever' next to the custom email (although thats bollocks because new emails are being created as open tickets). The Connectivity Log shows 'Success' and is completely connected.

What am I missing here Guru's?

[Christopher Stevens · Accepted solution]

EDIT - I think I've worked out the Issue - The Email Address itself didn't have permission to set the request-type on the issue once created. I added the service account to the Administrators security group for the project and did another test and it was able to label it correctly this time and move to the Incidents category fine.