Some customer emails are not being received through JSM

[Jordan Capola]

I was able to set a customer up with a JSM customer account so they can submit service requests through the portal. As an alternative way for them to reach out for support, they can always email us at our support email. However, we saw the customer over screen share send an email to our support email, and it never came through. Since then, we’ve had two emails (one from another customer, and one from a test email account I made with gmail, and they both came into our support queue as expected). I wanted to say this was maybe a Jira server issue (or even a configuration setting with the customer’s mail server?), but now I’m not too sure…kind of concerning that some emails aren't being received and some are. 

[Kian Stack Mumo Systems]

@Jordan Capola, 

How are your customer permissions set up? Have you looked at your incoming mail log to see if the logs indicate anything?

Thanks,

Kian

[Jordan Capola]

Kian, thanks for replying.

Attached is a screenshot of our customer permissions, nothing of note has changed recently, but we're still receiving emails from other customers as expected.

[Jordan Capola]

Nothing of note in the incoming mail log, only thing of note is that it's as if no emails were sent from the customer, but I can see the other two emails that we received in the logs

[Kian Stack Mumo Systems]

Was the email from an existing customer?

[Jordan Capola]

Technically, yes. I walked through the customer on how to make the account so they can submit support tickets through our portal.

[Jordan Capola]

Disregard this post, I selected the wrong product ("Bitbucket") as opposed to JSM. I reposted in that community

[devbyrd]

This is happening to us, as well, around the same timeframe. This seems to be in the correct product area. Does anyone know what's going on?