ticket through mail forward is not working.

[Devinder kumar]

when i send a direct mail at "abc@company.atlassian.net" tickets are raise properly. on mail address "helpdesk@company.com" set the auto forward rule for "abc@company.atlassian.net" but when we send the mail on "helpdesk@company.com" tickets are not raised. please guide 

[Daniel Ebers]

Hi @Devinder kumar

from past experience it works less perfect when forwarders involved - documentation recommends to get the mails directly out of a mailbox.

Please compare with the documentation, maybe you can access the helpdesk@ mailbox directly - assuming it is supporting the IMAP protocol this should be perfectly doable.

• Receive requests from an email address
  https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Regards,
Daniel

[Jack Brickey]

Have you looked at the email logs? Go to project settings, email requests then click on the view logs for your email handler. It may be that the from email is not a customer.

[Devinder kumar]

@Jack Brickey thanks for quick reply, there is no log in email log but the mails are coming from customer as checked on older portal.

[Jack Brickey]

What do you mean emails are coming from customer as checked on older portal? Hopefully you are not reusing an email address from another service desk project. that would result in a conflict and explain why you’re not seeing issues created in the current project.

you absolutely should see logs in your email log.