Not Receiving Emails to the Service Desk Email Channel

[Brady Phipps]

I'm using jira service desk to receive emails and create tickets however the default email address is not receiving messages. This is the default provided address (support@<subdomain>.atlassian.net). When I try to test the address from multiple accounts, no messages are getting though. It shows that the last message received was 5 months ago (see screenshot below). The setup worked when I intially set it up and tested it at tht time, but I cannot get it to work now.  I tried following the troubleshooting steps in this article but nothing seems to be working: https://confluence.atlassian.com/servicedeskserver/troubleshooting-issues-with-the-email-channel-939926309.html

I'm not using a custom email service, just the Atlassian provided address.

In addition when I try to view the log processing log details i get a 401 error, trying to retrieve them:

When I try to view the connectivity log, I only see one email which worked months ago:

[Angélica Luz · Accepted solution]

Hello Brady,

Welcome to Atlassian Community!

Thank you for sharing the screenshots.

The issue that you are facing is related to a bug. For more details, please check the link below: 

• Email processing logs when viewed from within the project report error "Fetch call failed with status code: 401" when you do not have enough permission

Since you are the administrator of the site, please confirm if you are member of the role Administrator on the project. It's important that you don't add yourself to all the roles, since the Administrator one have all the necessary permissions you need. You can find this information on Project settings > People (Classic) or Project settings > Internal access (Next-gen).

Please, click on "This affects my team" and also watch the bug so that you are notified when this is fixed in a future release.

Regards,
Angélica

[Brady Phipps]

Thanks @Angélica Luz . I made the suggested updates and am now able to receive emails as expected. I appreciate the help and will watch the issue for a solution.

[Prince Nyeche]

Hi @Brady Phipps 

What you can do here is change the Email request email prefix and test that if it works. e.g helpdesk@<yourinstance>.atlassian.net.