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Why Tickets are not created & get updated when send mail to support mail ID in Jira ?

Neeraj Pandey March 7, 2024

Tickets are not created & get updated when sending mail to support mail ID in Jira.

We have added our company domain mail ID as a customer support mail address in Jira. But when a customer sends a mail to support mail ID service tickets were not created & in already created tickets comments were also not updated.

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Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 7, 2024

Hi @Neeraj Pandey 

Did you associated this email account to that specific JSM project?

Are the email unread in your inbox or in a read status?

Neeraj Pandey March 7, 2024

We have added our company domain email account in JSM project for to receive email request. We receive emails in inbox but their is no ticket response in jira.

Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 7, 2024

Can you please share a screenshot of your email channel in your JSM project?

Neeraj Pandey March 7, 2024

I have attached a screenshot of the email log of one user whose mail address is added as a customer to our project, till march 1st no issue but suddenly from 2nd march issue is started. (our customer mail adress is itsupport@divihn.com)email log screenshot.png

Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 7, 2024

Did you change the customer settings, or the permissions scheme of your JSM project? It seems that the user is not a customer. Did you remove him by accident?

Neeraj Pandey March 7, 2024

In our project customer settings, only users who are added as customers in out project can send email requests. I have checked user 'sgovilkar@divihn.com' is added as a customer in our project like other company employees. do i remove the user from the customer list & add him again might it will refresh its permissions ??

 

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