Why some incoming email do not generate tickets in Jira?

[dvalenti]

In our company, we are trying to use Jira Service Management to better handle support requests.

These requests come to our Support e-mail, which we set up on Jira. So now each e-mail we receive on our Support address automatically generates a ticket on Jira.

However, sometimes incoming e-mails do not generate tickets. Why is this happening?

[Jack Brickey · Accepted solution]

I would start by looking at the email logs - project settings > email requests > view logs. It is possible you will see failures due to from address not being a customer unless you have the project as open to anyone.

[Vero Rivas · Accepted solution]

Hi @dvalenti 

   Look at this post, maybe can help you

   https://confluence.atlassian.com/adminjiraserver073/creating-issues-and-comments-from-email-861253784.html

Cheers