Why does Jira not create new Tickets from other Jira notifications?

[Erik Neudert]

Hello,

we have setup a Service Desk (or Service Management as recently renamed) with incoming E-mails being opened as tickets.

In general the setup works fine. However we recently added the E-Mail adress as a user in Jira instance from one of our customer in order to be notified in case our customer assigns ticket to this user.

While we do see the notification mails coming in in the mailbox itself and Jira picking them up, there are no new tickets created.

We found this is not related to an Subject or Content of the mail so it looks like Jira making the decision based on the send of the mail.

Is there any way or configuration in order for Service desk to pick-up notification e-mails from other Jira instances as ticket?

PS: Despite the tagging for Cloud this is about a Server setup.

Thanks for helping out.

[Liam Green · Accepted solution]

Hi @Erik Neudert 

Welcome to the Community!

Jira normally filters these out so that their own notifications do not create a ticket.  You could add the domain to the whitelist: https://support.atlassian.com/jira-service-management-cloud/docs/how-are-domains-added-to-the-permitted-list/

That may not work as you are trying to whitelist a Jira domain, but I'd try it first.

Hope that helps,

Regards, Liam

[Erik Neudert]

Right ... Thanks for you answer, while this might work for Cloud, is there something similar for Server? Sorry for the mix-up there.

[Liam Green]

Hi Eric

The below link should have a workaround for you to follow.

I'm not familiar with Server so can't say whether or not it works:

https://jira.atlassian.com/browse/JSDSERVER-1924

[Erik Neudert]

Thanks again, I'll give it a try and let you know.

[Jack Brickey]

Hi Erik, welcome to the Community. There are various reasons why emails may not result in issues being created. Can you go to project settings > email requests and click on the view logs for the specific email channel that is involved here? Do you see any failures? If so what is the error?

[Erik Neudert]

Hi,

no errors there. As explained the setup in general works fine, it's just the notifications from the other jira instance are not picked up a new requests.