Creating a JIRA issue through email does not work for some JIRA users

[SysAdmin]

I have about 5 users setup in JIRA. Most of us can create an issue by emailing jira@atlassian.net however one user cannot. He does not receive any notifications that the email was not sent.

I've verified he is a JIRA user and is not using any special characters when he sends the email.

Suggestions?

[SysAdmin]

Since I have on demand, I will submit a support issue with Jira. Thanks

[Bharadwaj Jannu]

you can check the ...\Atlassian\JIRA\logs\jira241212102044-stdout.2013-09-10.log kind of file if is a stand alone jira

In my case C:\Program Files\Atlassian\JIRA\logs\jira241212102044-stdout.2013-09-10.log

but you need refresh/load the file for every change you check.

[Nic Brough -Adaptavist-]

Does his email address match exactly what Jira has in his profile?

Could you read the log file to see if an incoming mail from him is recorded as rejected?

[SysAdmin]

Yes the email matches. Where are the log files you are suggesting to check? Thanks!

[Nic Brough -Adaptavist-]

On the server, you can get the location by going to Admin -> System information

However, I just realised you said "atlassian.net" - does that mean you're using OnDemand? You won't be able to read the logs for that, but you are supported, and Atlassian will be able to read them and help you debug it.

Another thing to check though - does the user have "create issue" permission in the default project for your mail, and does he have "comment" rights anywhere? If he's got comment somewhere you don't mind a bit of noise, ask him to send a new email with a specific Issue Key in the subject - an issue you know he can comment on, that might tell us more.

[Abdoulaye Kindy Diallo]

Kindly verify the troubleshooting steps as suggested in this article.