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Sending email to create request may miss one email per month Edited

We have been using the create request via email for about 6 months now.  We observed we may miss one email per month in JIRA Service Management, otherwise, all is good.

We discovered this when we compare the no of emails in the inbox folder, and the no of request requests auto created. 

We are not sure why this is happening and hope someone can resolve this.



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Hello @Rodrick Ang,

Welcome to Atlassian Community!

When it comes to email requests using a custom email address, Jira will read the unread emails in the inbox. With this said, if someone accesses the email and reads it before Jira, the ticket won’t be created. 

If there was an error to create the ticket, it will be registered on the logs. You can check the logs on Project settings > Email requests (company-managed project) or Project settings > Channels > Email (team-managed project). Then, click on “View logs”. 

If there are no errors on the logs, it means that Jira didn’t process the email and this is because someone or some rule on the email marked the email as read.

It’s recommended that when using a custom email, only the administrator has access, other people shouldn’t have access to prevent this issue from happening. 

If you have any other questions regarding this matter, please let us know.

Kind regards,

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