I am experiencing an issue where a user is trying to raise a ticket via another service desk email.
All other emails are coming through as requested and generating a ticket. However when my project receives a ticket from another service desk email it receives the request but does not generate a ticket.
I have looked at the projects permissions which are set to global and I have created this service desk as a customer to allow the project to raise a ticket. This has not resolved my issue.
Can anyone advise if I am missing a step in allowing another service desk to raise a ticket via email to my project?
Hmm that is understandable. I too find it abit confusing. Essentially I have a customer who wants to raise tickets via an email to my project but using a specific email which is like 'firstname.lastname@example.org'
(If they send in a request from their own email it generates a ticket and then I can assign to other members in the project)
However, when my jira project receives a request from the email 'email@example.com' it will not raise a ticket.
And thanks to your wisdom I have established why its not raising tickets but I guess I am just wondering if there is a way to allow my project to accept a request from the email 'firstname.lastname@example.org' and for it to generate a ticket (issue) on my Jira Project.
I am still very new to Jira so apologises for my lack of understanding.
Here’s an idea you can try. Why not handle the receipt of that email outside of JSM and forward to your JSM via a different email. In that way your email is coming from, let’s just call it email@example.com which you would set up as a customer in your JSM project. Then your agents could change the reporter if needed or use Automation to do that. You would have your customer send the email to firstname.lastname@example.org instead of your JSM email.
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