Emails forwarded to configured account not generating tickets in service desk

[Brian Hassler]

We have an external email address configured to open tickets in Service Desk.  Emailing the address directly works fine. However, emails sent to a distribution list (alias) that the email address is a member of do not get tickets generated.  

It is an IMAP server and the messages are sitting in the Inbox and being marked as read by Jira, so I know that Service Desk is reading the emails, but it's not creating the tickets.

[Mirek]

Hi, 

In such a cases would be good to verify the logs and of course configuration of the incoming handler. Things might also change on the email account settings. 

I suggest to start by checking this KB articles and verifying everything step by step

https://confluence.atlassian.com/jirakb/how-to-troubleshoot-issues-with-the-email-channel-in-jira-service-management-973489501.html

https://confluence.atlassian.com/jirakb/troubleshooting-jira-incoming-mail-handler-issues-211649643.html