It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage
  • Community
  • Products
  • Jira
  • Questions
  • I am missing 10% of my ticket logging in my service desk queue. All these are sent to my configured support email id.

I am missing 10% of my ticket logging in my service desk queue. All these are sent to my configured support email id.

 

3 answers

0 votes
Steven Behnke Community Leader Mar 16, 2016

Can you explain this more, what is the issue?

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.

0 votes
Steven Behnke Community Leader Mar 16, 2016

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.

Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Posted Wednesday in Jira

Upcoming Enterprise releases targeting Q3 2019: Jira Software 8.5 & Jira Service Desk 4.5

Since launching the Jira Software 8.0 and Jira Service Desk 4.0 platform releases in February, many of you have been asking when the next Enterprise release will be so you can take advantage of the m...

319 views 3 7
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you