Emails to IT not being auto-created as tickets

[brian_lee]

Hello,

Lately we've been running into a particular issue where seemingly random users' emails to IT will not be auto-created as tickets in Jira.

We haven't found a common ground on why this is happening - one particular user's emails are never auto-created as tickets in the Jira end.

However, if I Reply All to the same email, THEN the ticket gets auto-created, with me as the Reporter. Very strange behavior.

Has anyone else experienced this and know of a solution?

Thank you!

[Trudy Claspill]

Hello @brian_lee 

What information is available in the email log for the project?

Access the log from Project Settings > Channels > Email.

[brian_lee]

Hi Trudy, I'm not sure I see that option - is this the right place where it should be?

[Trudy Claspill]

Hello Brian,

No, that is not the right location.

Navigate to your Service Management project.

Select Product Settings within that project.

Then select Channels, then Email.

You should see an option to View Logs for each email address used by the project for receiving requests.

[brian_lee]

Thanks for that. I don't seem to have access to that option, I am getting in contact with someone who does. I'll update this post accordingly.

[Trudy Claspill]

That option will be accessible to a user assigned to the Administrator role for the project.

[brian_lee]

We were able to access the logs and see lots of 'Failed'. We can confirm that the user is indeed in the project and added as a Service Desk Customer. All other users are set up in the same way as the affected user.

How would we go about further diagnosing these 'Failed' prompts? Any other places we can look to dig deeper into this?

[Trudy Claspill]

There is a KB article about that error here. Let us know if this helps resolve the issue.

https://confluence.atlassian.com/jirakb/fixing-you-don-t-have-permission-to-access-this-service-project-error-for-jsm-incoming-email-1283687928.html