Clinets emails are created as tasks or comments but from my email, it was not, why?

[sreejith Kumar]

When my client sends emails to a specific email id that email is created as a ticket in Jira, but from my email id, if I sent a new email to that particular ID it was not created a ticket or if I sent a reply to that email from client, it was not creating as a comment. Please help me reveal this issue

[Sam Bartolome]

Hi @sreejith Kumar

Welcome to the Atlassian Community.

Have you checked the permissions of who can create tickets? Is it Jira or Jira Service Management?

If the latter, have you checked the portal permissions?

Sam

[sreejith Kumar]

Hi sam,

We all have the portal permissions and the permission to crete tickets in Jira. already verified that. IT is JIRA not Jira service management. I thing in client's domain there was no issues, corresponding user have no issues. But in through our domain we all facing this issues. But in that past it was working fine. Please give your valuable suggestions.

[Sam Bartolome]

Hey @sreejith Kumar

I would suggest to contact the IT Team and see if they have made any changes to their email environment (as it worked before but not now).

Also, what happens if you send a plain email to the client's domain? Do they receive it?

Have you checked if the configuration of the Incoming email has been changed?

In the other hand, do you receive emails from Jira?

Sam

[sreejith Kumar]

@Sam Bartolome

Email communication is going on properly with them, also we got emails from Jira. If anyone from their side created a ticket in Jira, we got the notifications accordingly.

[sreejith Kumar]

Any suggestions, please....

[Sam Bartolome]

You can check the audit logs for configuration changes

Also the incoming mail server and especially the mail handler.

Try to recreate these paramaters to see if it works

Ask your IT admin to trace an email sent by you to Jira and see where it gets "lost"

[sreejith Kumar]

OK, thanks.

[sreejith Kumar]

But we are using the Default Cloud Mail Server form Jira for incomig mails.

[Sam Bartolome]

Check the configuration of the incoming mail server and handler to make sure it is configured as it should be.

You can still ask your IT admin to trace an email sent by you to Jira and see where it gets "lost".