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Issue is not opened when email is sent by the customer inserted on individual list

Max
Max
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June 8, 2022

Hello,
we have set the Jira Service Desk portal in order to open a Triage ticket when a customer send an email to the appropriate email address.
it looks like everything is set up correctly but the tickets are not opened when we add a new customer in individual list. If we add a new customer under an organization, everything works fine.

The version of our Jira Service Management is
Jira Service Management 4.20.1

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