Create Service Desk tickets from standard cloud email not triggering a ticket creation

[Maja Aagaard]

I have followed the guide for creation of service desk tickets by email, but the email is not triggering a ticket 

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

I am using the standard cloud email address and have created a specific request type for this purpose. The request type is hidden from the portal. 

Since I am using the standard email, I expect the POP and IMAP settings are obsolete. 

What am I missing here?
How can I debug it and have my tickets created automatically?

[Shannon S · Accepted solution]

Hi Maja,

There's a bit here on how to debug:

• Troubleshooting issues with the email channel

If you can go to test it and see what error messages occurred, we can help figure out why they're not creating issues.

Let me know if you have any trouble.

Regards,

Shannon

[Maja Aagaard]

Thank you Shannon

I see that it's not properly set up, in this view. 
Can you redirect me to where I can set it up/change? There's no edit or create function in this view. 

As mentioned, I have created it as per the link in intial post

This is where I have set it up

[Shannon S]

Hi Maja,

I've had a look at your instance, and it appears the request type you chose is invalid.

I tried to go into the request type to see if it has the Summary and Description fields as required, but I got this message:

You can't edit the request type because the issue type it's based on was removed. To restore the request type, add back its associated issue type in this project's issue type scheme.

What issue type was this based on? It appears that something was removed causing it not to work properly.

Shannon

[Maja Aagaard]

Hi Shannon, 

OK, got that part resolved. 
Just tried to send a test email and it's still not going through. 

 

Theres's no "TEST" CTA in this view

[Shannon S]

Hi Maja,

Having a look at your e-mail logs, no emails have made it to the server:

https://georgjensen.atlassian.net/secure/admin/SDMailInfo.jspa

Can you just confirm the email address your users are writing to? Would it be alright if we sent a test email from our end?

Shannon

[Maja Aagaard]

Hi Shannon

This is the email we have been writing to

Please go ahead and try

[Shannon S]

Thank you, Maja!

We tested it and it wasn't working, so we toggled the email off and on again.

My colleague has sent a test now, and it has gone through.

Can you please confirm if it's now working for you as well?

Regards,

Shannon

[Maja Aagaard]

Yes, now it's working :)
Thanks much for your help!

[Maja Aagaard]

Hi Shannon, 
I am back. :)

We just tried sending the email from our Dynamics AX support system, and the email what not received. According to the log,it was rejected - how can we get this to work?

[Shannon S]

Hi Maja,

Something from that email is causing Service Desk to flag as junk mail.

Can you confirm this email address isn't a forwarder? Do you happen to have another (external) email address you could set up to collect issues rather than the internal one? This way we could check the headers and see why Service Desk is flagging it as bulk.

You may also find this feature request useful:

• JSDCLOUD-1924 To provide incoming white-list email address function for email marked as bulk / jira / spam

Currently you're not able to whitelist certain email addresses, but if implemented, this would ensure that you would be able to do that.

Regards,

Shannon

[Maja Aagaard]

OK I will try and update you

[Maja Aagaard]

Hi 

sorry for my late response, annual leave came in the way

Set up a gmail account and normal issues flows fine - also my test emails. 
But the one from our ax support is rejected again

[Shannon S]

Hi Maja,

Just to review, the primary issue here is that Jira doesn't like emails coming from the axaptasupport@ email address. It sees them at bulk, most likely that email address is either a forwarder or group rather than a single email account on your server.

My proposal was to change from the internal account to an external account which will collect the email addresses. Once you change this, you can then go look at the email itself that was rejected, and review the full headers. It will give us more clues to see why they're being rejected.

This is not a fix but the 2nd step of troubleshooting your issue.

I hope that's clear!

Regards,

Shannon

[Maja Aagaard]

Hi Shannon

So we have accepted that we can't sent it from the axaptasupport email. 

Now my colleague in IT is sending it from his ordinary email, and email just like mine. 

His emails are also rejected, but with this message. "signup is not currently available"

But as you can see from the screenshot, my email (with same subject data) is signed up fine... 

Btw, we have gone back to the system email due to GDPR compliance.

This is starting to get frustrating. 

[Shannon S]

Hi Maja,

The maa@ user has had an account on the instance since June, which is why you're able to create a ticket.

asj@ does not have an account yet, so he's not able to create a ticket.

Have a look at your Global settings below:

• Global Jira Service Desk configuration

Here you can see that Customers cannot create their own accounts; someone from your team needs to add his email first before he's able to create issues.

Can you make sure you add the asj@ user first as a Customer and then see if he still gets that error message? The "signup not currently available" message generally means that public signup is not available. See Troubleshooting JIRA Service Desk Incoming Mail for more details.

Regards,

Shannon