Request is not created

[Iuliana Goncharenko]

Hi! I am having issues with creating new requests in JIRA ServiceDesk:
 The request is not created in the following cases:

1. via email 
2. via API (automatically generated error reports)

So, currently the only way to create request in JIRA Service Desk is via Customer Portal

[Matteo Vecchiato]

Hi @Iuliana Goncharenko ,

Welcome to Atlassian community.

It seems there isn't any alert in the Atlassian status. Could you detail the error you are receiving?

Kind regards

[Iuliana Goncharenko]

hi! We are not receiving any error message

[Tuncay Senturk _Snapbytes_]

Hi @Iuliana Goncharenko 

Could you share a bit more detail about what happens when you try to create the request by email or via the API? For example, are you seeing any error messages?

With a bit more info, we can help pinpoint and fix the problem.

[Iuliana Goncharenko]

hi! nothing happens when a customer tries to create a request by contacting us via email 

tcpsupport@cee-systems.atlassian.net

no error, no JIRA ticket created 

[Iuliana Goncharenko]

Hi! any ideas what could cause the problem?

[Tuncay Senturk _Snapbytes_]

If nothing happens when customers email your JSM project, then you may

- check project settings → Email requests, and make sure the address is connected and active.

- ensure the people sending the email are either customers of the project or your project is configured to receive requests from anyone.

- ensure each incoming email must be mapped to a request type.

- ensure the email is received and not blocked by a filter

These are the things that come to my mind