Why the trigger "create issue" does not work with Service Desk mail created issues

[Jorge Villafuerte]

Hello,

Seems like the plugin does not detect that an issue was created when it comes from the mail, only triggers if the issue has been created within Jira.

Is there any solution for this?

Jira v 7.7.1

Service desk 3.10.1

Automation for Jira 3.10.0

[Scott Harwood · Accepted solution]

Hi Jorge,

This should work, can you please create a support request so we can take a closer look at your situation.

Can you also please turn on debug level logging for the package "com.codebarrel". You can do this by navigation to
{noformat}
https://your-instance/secure/admin/ViewLogging.jspa
{noformat}

Then click "Configure logging level for another package".

After you have done that, can you reproduce the issue, make note of the time and the issue key that you performed the action on. Then generate a [support zip|https://confluence.atlassian.com/support/create-a-support-zip-790796819.html], and attach it to this issue along with the issue key and time.

Thanks,
Scott.