Receiving mails but no ticket created

[Addactis Support&Operations]

Hello,

We contact you because we have randomly an issue with our tickets created automatically with emails (last case was this morning).

On our administration tab, part emails, we see an email correclty received and read by jira.

But we dont have any ticket created in our backlog with the subject of the mail.

We have check logs, and we see no errors.

We have see some known issues (as the subject with too much characters), but we are not on these cases.

Can you tell us if we can check something on our instance ?

Have you a known issue with this problem ?

Our versions :

Jira Service Management 5.4.4

Jira Core 9.4.4

Thank you for your answer.

[Abdulkarim Itani]

In order for the email listener for Jira Service Manager to work properly, you need to have public signup as enabled.

To verify this is the root cause, We will send 2 emails

First, send an email to raise a ticket using an already existing user who has access to JSM Portal

Second, send an email using a new user who does not have a user in Jira

If first email creates the ticket and the second did not, then that's your root cause

[Addactis Support&Operations]

Hello,

Thank you for your answer. We have done this test, but it's not the problem.
Indeed, the problem can occurs with a user, and the same user can create a ticket with another mail (and we can see all users in the JSM administration user tab).