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

This widget could not be displayed.

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.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Aug 06, 2018 in Jira Service Desk

A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

Hi, everyone! Molly here from the Jira Service Desk Product Marketing Team :).  In the spirit of this month's  august-challenge, we're sourcing stories of Jira Service Desk activation fro...

565 views 25 15
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