Setting up custom email in next-gen project

[Lee Itson]

So I set up my next-gen project and then just added my custom email address.  I got the email confirming it was set up.  However, when I sent a test ticket to the custom email, it isn't picking it up.  Is there something I am missing?

[Jack · Accepted solution]

Hi Lee, so I assume you followed the steps outlined here - add-a-custom-email-account-in-next-gen-service-desks 

Assuming so, can you try the default email address just to see if it works?

[Lee Itson]

Yes I did and did the test and it says everything is good.  

I did send to the default and it does work.  It just isn't picking up emails from my test email at all for some reason.

[Jack]

Can you log into the mail account to ensure the emails are actually received by the mail client? I’m unsure why this would not work unless the email isn’t getting to the inbox or there is something wrong with the email.

[Lee Itson]

Yup, I see the emails showing up in the inbox and nothing happens.

[Lee Itson]

Oh and the email address is a g suite email if that makes a difference.

I also had someone who doesn't have an account in the service desk send in an email as well just in case that was an issue.

[Jack]

I don’t use NG projects for JSD nor do I use g-suite so not sure. But is there an email log that you can inspect? There is for classic and it is exposed as a link beside the email. This would show if the email is retrieved and fails or if no log, then it wasn’t retrieved.

[Lee Itson]

Yeah, the connection log shows the connection is successful, but the processing log is blank.

[Lee Itson]

Well came in this morning and apparently it's working....  Who knows