Why are some emails being read but not creating Jira tickets when using direct ticket creation via email, even though no filters have been applied?
Hi @vedika pareek , welcome to the Atlassian Community!
There can be multiple reasons, if you are just configuring this check the docs, but if it was working then check what changed - because it might be something about your configuration.
Make sure to check the docs about configruation, and troubleshooting section:
Make sure the default reporter has create issue permission.
Ensure message sent date is within 7 days. Emails with a sent date that's older than 7 days won't be processed.
It's expected that HTML/Rich Text formatting is not processed correctly by Jira. The email comment handler is designed to do plain text conversion.
Make sure to add a subject to the email. The subject will fill the summary field of the issue. The email will not be processed if the subject in the email is not filled.
Every Jira site comes with its own preconfigured default mail server. You can also configure your own mail server for use on your site.
Source: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/
Hey @Lucas Modzelewski _Lumo_ ,
I have checked all the points you mentioned above, and the configurations are set accordingly. However, the issue still persists.
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Hi @vedika pareek ,
Welcome to the community !!
Are you referring for Jira Servicedesk project or incoming emails in JIRA software/core ? Did you check the logs and find anything ?
Please note: Jira always checks for in-reply-to headers from the email received. That is the tickets usually will be created only for new emails and not for reply's, resend, forward, edit the existing email etc.
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Hello @Rilwan Ahmed,
I am referring to the ServiceDesk project. The application is functioning smoothly; however, it occasionally ignores certain emails while successfully processing others and creating tickets for them.
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Hi @vedika pareek ,
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Check if the email is adding comments to the ticket.
Also can you share the settings and logs for the emails were no action is performed.
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