Service Ticket Creation after migrating to O365

[Gary Kerzhnerman]

I have recently migrated my email from on-prem Exchange to Office 365.  Since the migration, sending an email to the Jira support email no longer creates service tickets on the service project boards.  My account and associated email is the Global Admin account. What happened?  Not understanding the issue or how to remediate.  Please advise if anyone experienced similar.

Thank you.

[Angélica Luz]

Hello @Gary Kerzhnerman,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if you are using the Jira mail handler (Cog icon > System > Incoming mail) or the Service Management mail handler that it’s configured directly in the project.

Service Management has its own mail handler, so the best option is to configure it and it will be better to troubleshoot as well since it’s possible to view the email logs.

• Receive requests from an email address

Please, let us know more details about how your mail handler it’s configured, so we can help you with this request.

Kind regards,
Angélica