Mail handler rejects emails from certain people

[jacob.klain]

Our process to auto open a ticket from an email works great generally, but for a couple of emails, it will not open a ticket. Any idea why?

[Angélica Luz · Accepted solution]

Hi Jacob,

Welcome to Atlassian Community!

I saw that you created a ticket with our support related to the same question and they found out in the logs that the tickets were not being created because the person who sent the email didn’t have access to the project. 

To check why the tickets are not being created in Service Desk, it’s necessary to go to Jira settings > Products > Email requests and click on “View log” for the desired email and click on the Processing log tab.

I’m sharing this information here in case other community members face the same issue, so they will know where to check the information.

Regards,
Angélica

[jacob.klain]

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