Consider the following scenario:Setup ServiceDesk1 email settings to read from email test1@example.com over POPSend email to test1@example.comTicket Created in ServiceDesk1 (OK)test1@example.com is part of the mailing list list1@example.comSend an email to list1@example.comEmail is properly received to the Inbox of test1@example.com (OK)Email then disappears from the Inbox of test1@example.com (OK: since JIRA Service Desk retrieves the whole inbox in POP mode)Ticket NOT Created in ServiceDesk1 (NOK!)Is this expected? Why is the email retrieved by JIRA Service Desk, but not added as a ticket if the email receiver is not explicitely test1@example.com ? Appreciate any help

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JIRA Service Desk NOT creating tickets for emails sent to a mailing list

JIRA Service Desk NOT creating tickets for emails sent to a mailing list

Consider the following scenario:

Setup ServiceDesk1 email settings to read from email test1@example.com over POP
Send email to test1@example.com
Ticket Created in ServiceDesk1 (OK)
test1@example.com is part of the mailing list list1@example.com
Send an email to list1@example.com
Email is properly received to the Inbox of test1@example.com (OK)
Email then disappears from the Inbox of test1@example.com (OK: since JIRA Service Desk retrieves the whole inbox in POP mode)
Ticket NOT Created in ServiceDesk1 (NOK!)

Is this expected? Why is the email retrieved by JIRA Service Desk, but not added as a ticket if the email receiver is not explicitely test1@example.com ?

Appreciate any help

2 answers

1 accepted

3 votes

Answer accepted

Hi @Pierre El Khoury,

Previously we decided to process only emails which explicitly send to the registered email address. This means TO address in the email must exactly match with the email address in Service Desk Email Settings.

We have realized that decision has cause a lot of limitations and confusions to customer. A new fix is already on the way to release. You can follow the "Fix version/s" field in the mentioned ticket to know exactly when and which version of Service Desk will have the fix.

Cheers,

Phuong Doan
JIRA Service Desk Engineer

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2 votes

This sounds like a bug and I have raised a bug report on behalf of you at https://jira.atlassian.com/browse/JSD-1108

If test1@example.com is getting emails in their inbox then JSD should pick them up. We may have some bulk email overrides in play but I would like the JSD team to examine this issue further via the bug report.

EDIT : Ha the team is already on it. https://jira.atlassian.com/browse/JSD-1040

Cheers

Brad Baker
JIRA Service Desk Architect

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The issue on the link you provided indicates that this bug has been solved, however I'm having this exact issue on a trial cloud environment of JIRA Service Desk. The only difference is that I'm using the projects default support email (ex: "myproject@myurl.atlassian.net"). I added that email to an existing distribution list (ex: "support@mycompany.com") but the issue was never created. All other addresses in the distribution list received the email, I verified that the person who sent the email had the necessary permissions in the project (I even changed the project's settings to allow anyone to create an issue), but none of this worked.

It appears as if it is necessary for the projects email to be on the "To" field for the issue to be created...