Automatic issue creation

[Jamil Rahimov]

When employee sends email to all staff from outlook, system automatically creates issue on jira.

I know that we can configure e-mail on project for automatic issues.

BUT project e-mail is service-desk@***.** but employee sends e-mail to everybody@***.** 

How can I find why does it create issue?

[edwin vasquez · Accepted solution]

Hello Jamil,

Is service-desk@***.** a member of the everybody@***.** distribution group? if so, it will receive a copy of the email as well and therefore create a ticket.

Does this answer your question?

[Jamil Rahimov]

@edwin vasquez 
I already check this but  service-desk@***.** isn't member of everybody@***.**.

[edwin vasquez]

are there any groups that service-desk@***.** is a member of that may be members of the everybody@***?

[edwin vasquez]

If not, I'd do a mail trace for email sent from that user to Service-desk@*** to see how/why its being delivered.

[Jamil Rahimov]

@edwin vasquez 
and there aren't any groups of service-desk@***.** which can be member of everybody@***.**
Sir can I find from atlassian-jira.log file how does it create issue?

[edwin vasquez]

see if this helps

https://confluence.atlassian.com/jirakb/troubleshoot-incoming-mail-in-jira-service-desk-790960076.html

[Jamil Rahimov]

@edwin vasquez 
Thank you very much!
I found it.

[edwin vasquez]

Fantastic news!

Curious, what was the issue?

[Jamil Rahimov]

@edwin vasquez 
When customer sends e-mail to everybody@***.** , helpdesk@****.**  catches e-mails also.
We should remove helpdesk@****.** from everybody@***.**.