Can not raise a request via Email as Agent?

[Jürgen Scholtes]

I just noticed, that i can not raise a request in Service Desk via mailqueue, when the sender is also an Agent. The Mail ist just ignored when processed.

Bug or feature?

regards Juergen

[Trudy Claspill · Accepted solution]

Hello @Jürgen Scholtes 

Have you reviewed the log for the email handling to see if it provides any information?

[Jürgen Scholtes]

The log looks usual

Starts pulling email(s) for mail channel [CHANNELfe9dcbfd310b] ...
Connection to Mail Server established successfully using
Folder opened for READ_WRITE access
0 messages received before [pullFromDate: 1503920843403] are filtered out successfully
Found 1 messages for pulling ...
The result of creation some(com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.MailItemDTO@1f5f60fd)
The result of creation some(com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.MailItemChunkDTO@4c23f5ed)
Process message completed. Mark message as READ.
Persisted 1 message(s) to database
Finished pulling email(s) for mail channel [CHANNELfe9dcbfd310b]Found 1 messages for pulling ...
The result of creation some(com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.MailItemDTO@1f5f60fd)
The result of creation some(com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.MailItemChunkDTO@4c23f5ed)

The message is processed and marked as read, but not issue is created

[Jürgen Scholtes]

It looks like only one mailaddress as sender is affected.
I first thought it's because the user is also in the group jira-system-administrators
But after removing the user from that group, mails still be ignored.
Any Idea how to see some more infos on what is happening when mails are processed? 

[Trudy Claspill]

I was thinking of looking at a different view of the email log, as described in this article:

https://confluence.atlassian.com/jirakb/troubleshoot-incoming-mail-in-jira-service-desk-790960076.html

That view will usually provide a simple one line description of how the email was handled - either Success or Rejected with an explanation.

[Jürgen Scholtes]

thanks, that was the right hint.
Indeed there is an Error with my mail, but i don't understand why :)

I says "You are not alowed to access this Service Desk"
but im an Agent with this mail address for this Service Desk, strange.

[Jürgen Scholtes]

I have found the problem.
I had another test user with the same mail address but only with access to confluence (Jira is the User directory for confluence).

After deleting the testuser all mails went through.

thanks, Juergen