Emails being sent to helpdesk@advprograms.com not creating Jira helpdesk ticket

[Bill]

We have created alerts for our MFP printers so that when toner, paper, staples, etc, gets low it send an email to our help at Helpdesk@advprograms.com and that should create a Jira ticket in our Helpdesk but is not.  I sent a test email just saying Test in the subject and body to helpdesk@advprograms.com and it went through quickly and without issue. 

[John Funk]

Hey Bill,

This sounds like an internal problem with your network, can not a Jira issue since you are able to create a ticket with an email. 

I would have your IT folks see if the email from the device is actually reaching your internal help desk email.