Jira Service Desk Mailbox Issue

[Gabi DAbato]

We have our Jira service desk set up to create a ticket every time an email is sent. It works for all emails on individuals but does not create a ticket for mailbox emails that come from a group. Are there settings that I need to toggle or do I need to change my automations for this to work?

[Victor Law · Accepted solution]

Hi @Gabi DAbato

Welcome to the Atlassian Community.

Have you tried to add the email address to the JSM's allowlist?

https://support.atlassian.com/jira-service-management-cloud/docs/manage-your-allowlist/

Thank you.

[Gabi DAbato]

Hi Victor, 

Thank for the response! I did just try it now and it is still not working for some reason. Could it be global settings that need to change? 

[Victor Law]

Hi @Gabi DAbato

I strongly suggest you check for a warning in the email processing log to identify the specific reason why the email is not being converted into a Jira issue.

https://confluence.atlassian.com/jirakb/how-to-download-email-processing-logs-for-jsm-email-handlers-1188420551.html

Thank you.

[Gabi DAbato]

Victor- That helped me figure out that I needed to get out IT department to add those mailboxes to approved users on Jira. Thanks for your help!