We have recently configured JIRA service desk for our organisation and are using this for our IT support services. We have enabled users to log tickets via email (our Organisation internal email id ) and a website.
We are having a peculiar challenge with the email tickets, as users are sending emails to the support id we are receiving tickets into JIRA queues and as an email to the mail box(since this is an email).
The problem is we are missing about 10%-15% of the tickets on each day in Service desk queue. We are able to get all tickets as emails to mail box but we are not finding the ticket in the queue. These are are happening at random. Can we get help?
Hope this helps.
You might consider opening an issue with Atlassian – https://support.atlassian.com.
Typically when you connect JIRA to a email inbox, JIRA 'consumes' the email (removes it). Could you expand a little bit on how the email set up is configured?
There should be an error logged somewhere. I would start with JIRA. Since you are on JIRA Cloud, you must work with Atlassian Support to track the issue though the logs.
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