Issue: emails from a distribution list are not creating jira ticket

[Neal Goodwin]

All,

I have looked around the discussion boards for a solution to this issue, and though there are a lot of similar discussions, I have not seen a result that solves this specific issue. If I missed something, please feel free to link to it.

My goal is receive emails from users both inside and outside of my organization through a distribution group/list (I.E. DL@company.com), and subsequently create a jira ticket. I have included a jira service desk email address in this group. I have verified the following:

1. Test that the distribution list works as intended. When I send an email to the DL, all users in the list receive an email
2. Test that the jira email address works as intended. When I send an email directly to the jira email, a ticket is created

However, the last piece is not working. Ideally, #3 would be "Send an email to the distribution list, which subsequently creates a ticket in Jira". Unfortunately that is not working. 

Any ideas?

Thanks,

Neal

[Joe Pitt]

Is the dl@company.com defined as a JIRA user? If not, do you have a default reporter defined for creating the tickets?

[Neal Goodwin]

I have tried the following two actions to try and get around adding another paid user to the project:

1. Added the dl@company.com email as a customer on the service desk project
2. Under "Who can access the portal and send requests to Experian Service Desk?" in Settings / Customer Permissions, I have turned on "Anyone can send a request via the portal or [service desk direct email address]"

I have not tried defining a default reporter for creating tickets. Where would I do that?