New email address won't create JIRA tickets

Hi, our company got new email addressess. We were able to update the email address in the JIRA portal, however,the new emails are not creating tickets. Any idea how to change this>

1 answer

I'll assume you are using the standard email handler rather than those provided by JIRA Service Desk or JIRA Enterprise Mail Handler.

It is not really stated clearly in the documentation, but here is what the mail handlers do. They scrape the mail header and look at the Sender address. That email address is then searched against the users in JIRA. If there is a match, the issue is created and the Reporter is set as the user that matches that email address.  

Looking at this another way, you need to have the Sender email address match the email address associated with your user account in order to have an issue created with you as the Reporter. If the email address is not attached to an account in JIRA, the mail is ignored.

To resolve this, you will need to update the email addresses associated with each user to the new email addresses.

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