Email setup but tickets not getting raised

[Guido Bianchi]

Hello,

We have setup the customized email for our project and have received the confirmation as a new issue stating in this Description field that:

"Your service desk email channel is ready to receive requests! Share support@company.atlassian.net with your customers so they can email you for help.

When customers reply to an email or send attachments, their responses are added to the request as comments. Similarly, comments you add to the request are emailed to customers."

But when I test new emailed requests, they do not create new issues. This happened after I changed the "support" before @ by another value then changed back to "support" as I thought it was the cause of the issue. And also, initially I had managed to get issues created with the initial "support@" value... 

I also checked the logs and all emailed requests are shown as successful.

Could you please help?

Thanks a lot.

[Jack Brickey]

i would recommend you redo your custom email.

[Guido Bianchi]

Thanks Jack, but this is precisely what I did many times. I started testing succesfully the creation of issues with the default "support@" one, then I decided to change it by "customercare@" and from that moment onwards it never worked again despite of having confirmation that the change to "xxx@" was okay when done as well as the logs showing all as successful....

I just receive those "[JIRA] 📩 support@submer.atlassian.net is ready" Subject emails with that icon within, whereas I am expecting to simply receive new issues from email requests...

Toughts? 

[Jack Brickey]

:-( 

so does the default atlassian email work? and does a completely new custom email work?

not sure where to advise based upon your input.

[Guido Bianchi]

Neither "support@(name of company).atlassian.net" (the one that came by default and initially worked before I customized) nor the one I customized "customercare@(name of company).atlassian.net" work.

[Guido Bianchi]

The funny thing is that I get this from Connectivity log:

18/Sep/20 5:57 PM	support@xxx.atlassian.net	SUCCESS	Successfully saved email to database	18/Sep/20 5:44 PM
18/Sep/20 5:41 PM	customer.care@xxx.atlassian.net	SUCCESS	Successfully saved email to database	18/Sep/20 5:39 PM
18/Sep/20 5:39 PM	customercare@xxx.atlassian.net	SUCCESS	Successfully saved email to database	18/Sep/20 5:39 PM
18/Sep/20 5:39 PM	support@xxx.atlassian.net	SUCCESS	Successfully saved email to database	18/Sep/20 5:39 PM

[Guido Bianchi]

And this from the Processing log:

18/Sep/20 5:57 PM	SUCCESS		guido@xxx.com	TEST 5 Email request test to SUPPORT@xxx.atlassian.net	Service Desk Mail Handler
18/Sep/20 5:53 PM	SUCCESS		guido@xxx.com	Re: SUBMER-40 [JIRA] 📩 support@xxx.atlassian.net is ready	Service Desk Mail Handler
18/Sep/20 5:45 PM	SUCCESS		guido@xxx.com	TEST 4 Email request test to SUPPORT@xxx.atlassian.net	Service Desk Mail Handler
18/Sep/20 5:44 PM	SUCCESS		jira@xxx.atlassian.net	[JIRA] 📩 support@xxx.atlassian.net is ready	Service Desk Mail Handler

[Guido Bianchi]

So all showing success but still if I email a new one there is no new issue created. Just the "[JIRA] 📩 support@xxx.atlassian.net is ready" like message when I changing the "xxx@"

[Jack Brickey]

so you are saying that the email logs indicate success but the issue is actually not created? Please verify this using a simply jql in the advanced search....

project = xxx

where xxx is your project and be sure to sort by issuekey DESC so the most recent is at the top

[Guido Bianchi]

Yes, that's what I am saying regarding logs above...
And indeed my JQL filter is "project = SUBMER AND issuetype = Support ORDER BY created DESC", and actually I got only 22 issues created so basically seeing them all no matter what...

[Guido Bianchi]

Hold on Jack... It looks like it is resolved now... I just entered a new email to support@xxx.atlassian.net and it resulted in a clean issue this time!..
I cannot explain how this happened because I did not change any configuration and for sure won't do it now... :-)
Maybe some sort of temporary system issue this being the cloud version.
Anyway, thanks for your swift responsiveness.

Cheers.

[Jack Brickey]

Whew...glad it is working now.