Issues are not being created but email logs shows "success"

[Ian Stuart]

Hello,

We are encountering an issue where users who have permissions and access to Jira Service Desk submit a request via email, and under Applications > Email Requests it shows the message being received with "success" but the actual issue is never created. It doesn't show in the queue, under the user's activity stream, or anywhere. We've had this happen a few times and is causing problems because people's tickets are not being created so we never see them.

It does not seem to be a email issue because Jira logs themselves show them being received. How can I troubleshoot the actual process that creates a ticket out of a received email? Thanks.