Jira not creating issues from external Emails

[zalim786]

Hello everyone,

so our Jira Service Desk is setup in a way that anyone can write us an Email and Jira creates an issue from that Email.

We have dedicated a whole Email only for Jira Email functions.

So normally it all works fine, someone (literally anyone in the world can send us email) sends us an Email and Jira opens a issue for us and for the very first time, we received an email from service provider (not for the first time), Jira didnt create any issue for this Email we received. Lets name this Email E001 for simplicity.Now, normally  when I change any email to unread it creates a ticket again but for this Email (E001) that we received, its simply not working, its not creating an issue.

So we thought maybe, there is something wrong with this Email Adress.

So we took a new Email from this service provider and changed it to unread, it created an issue then we took a newer Email from same sender, it created an issue but when we did the same thing with E001, it didnt.

I thought maybe there is something wrong with the content of that Email.

So I forwarded that email to a private Email adress and Emailed that content again to our companys Email adress. IT WORKED !!!

I  have so confused, its not the content of the Email, its not the sender then what? what is so special about this Email that Jira is refusing to created an issue?

What could it be?

Any help would be greatly appriciated.

Thanks and best Regards from Germany.

Saki

[Jack Brickey]

Did you look at the email logs? Project settings > email requests and click on view logs. See if you can find a log associated with the failure and assess.

[zalim786]

Sorry, I dont see any Email Logs here.

Regards