Why is Jira not creating tickets when emails are sent to two company email distribution lists?

[Fernando Rumi]

Hi There,

I am facing the issue that when emails are sent to e.g; marketing and accounting groups, tickets are not being created on the accounting board.

However this project (accounting) is working with no issues when emails are received from a single address or other external contacts.

Any idea why this is happening?

It's a business project.

Thank you!

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hello @Fernando Rumi it could be the case that those emails are marked as bulk emails and Jira will ignore those types of emails.

[Fernando Rumi]

It was marked as ignore, but after editing that field, the issue persist.

Is that the right setting?

 

[Hernan Halabi - Elite IT Consulting Group]

Yes, set it that way and let me know how it goes

[Fernando Rumi]

Thanks Hernan. It worked! :)

[Hernan Halabi - Elite IT Consulting Group]

Glad to hear that. Don't forget to mark this as solved

[Ronald Allen Bismonte]

Hello , 

May i ask if where we can find this "  emails are marked as bulk emails and Jira will ignore those types of emails." .

Thanks

[Hernan Halabi - Elite IT Consulting Group]

Hello Ronald, that config is from the Incoming Mail Handlers

Check more about them in the following link

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

Keep in mind that this would be useful if you are not using a JSM project, those emails are not managed through there

[Cristian Ionescu]

Hi Fernando,

The project is a Servide Desk project or Software project?

[Fernando Rumi]

Hi Cristian,

It says is a Business project. 

[Cristian Ionescu]

Let me know if i understood well the issue:

Someone send a email to marketing and accounting groups and then a ticket should be created in the project ACT.

The ticket is created only when the email is sent to only one of the email groups: marketing or accounting?

[Fernando Rumi]

accounting@ is linked to the Jira project 'Accounting'

If I send an email only to accounting@ it creates a ticket, that is correct.

If I send an email to accounting@ + marketing@ or any other group, the system does not create the ticket even though the email lands in accounting@ inbox.

I hope that was clearer.

Thanks! :)