Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Why does Jira not create new Tickets from other Jira notifications? Edited

Hello,

we have setup a Service Desk (or Service Management as recently renamed) with incoming E-mails being opened as tickets.

In general the setup works fine. However we recently added the E-Mail adress as a user in Jira instance from one of our customer in order to be notified in case our customer assigns ticket to this user.

While we do see the notification mails coming in in the mailbox itself and Jira picking them up, there are no new tickets created.

We found this is not related to an Subject or Content of the mail so it looks like Jira making the decision based on the send of the mail.

Is there any way or configuration in order for Service desk to pick-up notification e-mails from other Jira instances as ticket?

 

PS: Despite the tagging for Cloud this is about a Server setup.

 

Thanks for helping out.

2 answers

1 accepted

0 votes
Answer accepted
Liam Green Community Leader Nov 19, 2020

Hi @Erik Neudert 

Welcome to the Community!

Jira normally filters these out so that their own notifications do not create a ticket.  You could add the domain to the whitelist: https://support.atlassian.com/jira-service-management-cloud/docs/how-are-domains-added-to-the-permitted-list/

That may not work as you are trying to whitelist a Jira domain, but I'd try it first.

Hope that helps,

Regards, Liam

Right ... Thanks for you answer, while this might work for Cloud, is there something similar for Server? Sorry for the mix-up there.

Liam Green Community Leader Nov 19, 2020

Hi Eric

The below link should have a workaround for you to follow.

I'm not familiar with Server so can't say whether or not it works:

https://jira.atlassian.com/browse/JSDSERVER-1924

Thanks again, I'll give it a try and let you know.

Like Liam Green likes this
0 votes
Jack Community Leader Nov 19, 2020

Hi Erik, welcome to the Community. There are various reasons why emails may not result in issues being created. Can you go to project settings > email requests and click on the view logs for the specific email channel that is involved here? Do you see any failures? If so what is the error?

Hi,

no errors there. As explained the setup in general works fine, it's just the notifications from the other jira instance are not picked up a new requests.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

165 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you