How do I allow a specific email address to create issues?

[Tony Bomareto]

My specific use case is to create an issue when a department receives a voicemail. My phone system will send an email with the details to the project and it is received. However, I cannot get it to actually create the issue. 

I found the knowledgebase article that explains the issue but it did not change anything. 

https://confluence.atlassian.com/jirakb/incoming-email-status-condition-pending-1167731633.html

This is an automated email from an external domain. How can I accomplish this?

[Benjamin]

Hi @Tony Bomareto ,

The e-mail address you're using to send the e-mails, is it setup on JSM? Meaning has that e-mail account signed up and is able to login into the customer portal like a customer. Once it does, then try sending an e-mail and see if the status change in the email logs.

-Ben