This question is in reference to Atlassian Documentation: Receiving requests by email
One of our client's email is email@example.com. Every time they send an email from this account to our service desk email account (firstname.lastname@example.org), JIRA does not register this issue.
Note: from any other email account, JIRA has no problem registering the issues.
Note 2: We have checked on the email server the email@example.com account, and we can identify the emails from firstname.lastname@example.org entering without any problems (these are entering into the inbox directory, in other words not entering into spam).
As you're on Cloud, I can't tell you to do the standard things that usually fix missing email - read the logs, if there's no errors in the jira-application.log, go to logging and enable incoming email logs and then read them (they get created in the same place as jira-application, but with different names which is nicer than having it all dumped in the application log)
But, I think I can guess at one probable cause. Go to your list of users and check who has that email address (the diageo one, not support). I suspect you will find more than one, and at least one of them will not have access to the service desk project.
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