Unable to create a ticket form an email.

[Juan Anderson]

I did all the setup to be able to create a ticket from an email.

Still, I can't make it work.

Any helps is very appreciated.

[Lucas Modzelewski _Lumo_ · Accepted solution]

Check this thread for some context:
https://community.atlassian.com/forums/Jira-questions/How-to-create-issues-from-email/qaq-p/2379883

And the official documentation:
https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

If you're using the default Atlassian mail server, it should be as simple as adding a new incoming mail handler. 

If you plan to use a custom mail server, it's best to first test whether the default jira@<yourinstance>.atlassian.net address works correctly - just to verify that the setup is functioning as expected. Then you can look for info specific to your email server (maybe you need to change something in the email configuration or even in email client)

[Juan Anderson]

Hello, I try to test the jira@<myinstance>.atlassian.net and no ticket was created. Any recommendation?

[Lucas Modzelewski _Lumo_]

Hmm, check again the configuration of the incoming email handler

then check if the Rerporter is set and if that reporter can create issues in given project:

If that is not the case, then you can check if emails from different email adress are not processed. Maybe the email which you are testing is marked/considered spam

How the Email processor works:

Email processor

The processor filters non-requests from the pulled emails. To do this, it filters emails based on the content of the auto-generated headers.

• Auto-replies filter out emails if the auto-submitted headers contain the keywords auto-generated, auto-replied, or auto-notified.

• Bulk mail filters out emails that the mail server marks as spam.

• Delivery status notifications filter out emails if the multipart/report header contains report-type-delivery-status, or if the return-path header has a null email address.

• Jira mail filters out Jira emails that your site sends by checking if they have X-JIRA-FingerPrint in the header.

Source: https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/#Email-processor 

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If this doesn't bring you closer to resoloving the problem, contact Atlassian support (and remember to mention this thread)

[Juan Anderson]

Hi Lucas,

I checked all the settings you pointed and saved in each step and seems is working.

Thank you very much.

Juan,

[Lucas Modzelewski _Lumo_]

Great to hear that!
Cheers!
Łukasz

[Trudy Claspill]

Hello @Juan Anderson 

Welcome to the Atlassian community.

What type of project does this concern? Get that information from the Type column of the View All Projects page under the Projects menu.

Did you reference documentation to complete the setup? Please provide links to any documentation you referenced.

I will have more questions for you after getting the above information.