not creating Jira tickets when using direct ticket creation

[vedika pareek]

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?

[Lucas Modzelewski _Lumo_]

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/

[vedika pareek]

Hey @Lucas Modzelewski _Lumo_ ,

I have checked all the points you mentioned above, and the configurations are set accordingly. However, the issue still persists.

[Rilwan Ahmed]

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.

[vedika pareek]

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.

[Rilwan Ahmed]

Hi @vedika pareek ,

1. Set up permissions so customers can send email requests
   Go to Project administration > Customer permissions.
   Select Anyone can email the service desk or raise a request in the portal. 
   
   Some more details in https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html
2. Check connectivity log and processing log for any errors as described in https://confluence.atlassian.com/jirakb/troubleshoot-incoming-mail-in-jira-service-management-790960076.html

[vedika pareek]

This is done too.

[Rilwan Ahmed]

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.