User emails not being pulled through into Jira SD project

[Otto van Straaten]

Hi 

I need some help here.

I have one user's emails that are coming through into the Jira tickets(issues).
When the user sends an email to our Jira support mailbox I can see the emails in the mailbox however the mails do not come through into Jira at all.

The Jira mailbox is running on exchange and the user has Outlook installed as the email client.

All the other user emails come through just, not her emails.
We have done tests and all is okay.
She is on a different AD and email domain to ours, yet other people on the same domain can send emails to Jira with no issues.
Any ideas where to look?

[Jack Brickey]

I assume you have verified that she is a customer in the project under the email she is using?

[Otto van Straaten]

Hi Jack,

Yes, I have verified this and she is a customer in the project.

I am not sure if it is something else, I have even checked the settings in her Outlook client and all looks fine there.

It is very strange that she is the only person that has this issue. Unless it is a firewall or proxy that is stripping something from the email?

Otto

[Jack Brickey]

Can she create an issue via portal? If others are creating issues fine I would look closely at the differences between them. I assume the customers are on the same email service.

[Otto van Straaten]

I will check if she can. She should be able to. She also has a Jira SD licence assigned to her.

[Jack Brickey]

hmmm, so she is an agent and a customer? That can cause issues in my experience and I recall removing my agents from the customer list as a result of these issues I experienced in the very early days.

[Otto van Straaten]

Thanks, Jack. We tested creating a request on the portal and she did not get any notification/confirmation email from Jira.

[Jack Brickey]

but did the issue get created? Understand that as an agent the notifications will be different, i.e. need to look at project settings > notifications.

[Otto van Straaten]

The issue was created from the SD portal.