Email generated requests not working for Service Project

[Lisa Lee]

Hi Atlassian Peeps,

We have a few Service Projects in our instance. We have an IT one that successfully allows users to create issues via email. We use the project email and add it to a google group that essentially allows that group alias to serve as a way for folks to create a ticket. (basically it-helpdesk@ourcompany.com)

We are trying to do something similar with another service project for our People Team.

Both projects have our organization as a "customer" 

Some users within that org can successfully email the people group alias (that contains the project email) and it generates and email ticket in the service project but others can't. Very strange. 

Any advice?