JSM doesn't create tickets when receiving mails from another automated tool

[Sofia Grunspan]

I'm using a tool that send notifications by email, the recipient of those mails is the email address included in the email request of a JSM project. The email address sender from this tool is added as customer in the project, but when it sends a notification, JIRA doesn't make an issue from it.
I don't consider these notifications as bulk email so I don't understand what could be wrong? or just the fact that is created automatically is taken as bulk mail?
I don't know what can I change in the mail handler configuration to make it work.
I hope you can help me, thanks from now on!

[Liam Green · Accepted solution]

Hi @Sofia Grunspan 

If you go into project settings > email requests, then click the ellipsis you should see Manage allowlist in the options.  If you add the domain of your auto-ticket here then it might help.

You can also view the email log here to see why the email  was rejected.

Hope that helps, 

Regards, Liam

[Sofia Grunspan]

Thanks!