Not all email requests are coming through to Service Desk

[Mary Beth Little]

I'm testing the email account associated with the Service Desk, I sent 2 emails, one came in and the another one didn't. I used the same email but can't figure out why one would show and not the other. Any ideas on why this would happen would be helpful.

[laralg · Accepted solution]

Hi Mary Beth,

It might depend on the Service Desk permissions.If you suddenly modified the permissions maybe one time you had permission to access that Service Desk and the other one you did not. If they were exactly the same maybe Jira though of them as duplicates or added a comment in the original one.

Do a couple of more test with different emails.

Regards.

[Mary Beth Little]

Hi,

I didn't change any permissions between the 2 emails. I just sent another one and it has not been received by Jira. I don't know why the email I send them from would make a difference when I am sending them all the our service email. Just when I think I have everything set something happens. I am continually frustrated with JIRA.

[laralg]

So, I do not know if you are aware that you have a special email log you can check which usually informs you why the email did not go throught.

Please check Administration -> Aplications -> Email Request to see if there is any info there.

Like this:In the View log section you should have some information.

Regards

[Mary Beth Little]

Thanks, who knew?? That helped me figure it out!