configure email requests for helpdesk

[Testes]

I have a HelpDesk project, where in 'project settings', 'email requests' I have connected my outlook365 email. so far so good, but only the first email received was ticketed. i have received several other emails but it does not create any more tickets.
i tried to go to 'system', 'mail', 'incoming mail' and add 'incoming mail server' and 'mail handlers' with my outlook365 mail, but nothing happens. no new mail is received by jira. i did the connection check test and i am told there is no problem with the connection.

[Anthony Morais · Accepted solution]

hI @Testes 

Hi, Welcome to the Atlassian Community!!!

To better debug the problem take a look at the logs.
Gear Icon > Products > Email Requests

I hope it helps,

Regards,

Anthony

[Testes]

I saw one log from yesterday.

than I check if is right configurated

after that I was getting information on admin365 from recieved emails

all seams to be OK.

but I dont recieve more tickets.

When I sent messages to default atlassian.net mail it creates a ticket without problems.

[Testes]

@Anthony Morais  is it because it is the basic version that the external mail does not work?

[Anthony Morais]

Hi,

Even the version being basic this should work.

Go to Jira Settings > System > Global Email Settings and make sure the email processor is enabled. If not, enable and test sending an email to confirm a ticket will be created.

[Testes]

Hi @Anthony Morais the settings were enabled. still not working.

[Testes]

Hi @Anthony Morais ,
I detected the problem. I have another email notification service, and whenever mail arrives, it would mark as seen. jira takes a while to read the email, and when it was already marked as seen, jira simply ignored it.

Now I have another problem, related to receiving emails in jira that are not being created tickets.

How can I solve it?

[Anthony Morais]

@Testes 

From the print you sent it seems to me to be client permission problems, try the steps below

Go to the address below and check the two boxes that are in red.

https://YOURSITE.atlassian.net/jira/settings/products/servicedesk/customer-access

Then go to Project settings > Customer permissions > Service project access and check "Anyone allowed on the customer access settings"

Go to https://YOURSITE.atlassian.net/jira/settings/products/jira-service-management-email-requests and also make sure that one of the two main options for creating an account for the customer is selected