JSD Server - email channels, email handlers, pop/imap mail servers. OH MY!

[Michael Woffenden]

JSD Server's email settings have me completely dumbfounded regarding incoming email.

I count at least three places where incoming mail can be setup.

1. At the project level under "Setup your email channel"
2. At the global admin level under "POP/IMAP Mail Servers"
3. At the global admin level under "Mail Handlers"

If that weren't enough, there is an email puller setting at the global level.

Can someone sort this out please?

1. What is the relationship between all these settings?
2. If we can setup incoming email at the project level, then what are the global settings for?
3. Does the email puller on/off switch at the global level affect settings at the project level?

Would truly appreciate a definitive answer on the above.

[Deleted user · Accepted solution]

Hello @Michael Woffenden,

JIRA Service desk customer requests and comments are processed differently than Jira Mail (which is nothing but POP/IMAP Mail Servers and Mail handlers ). Issues created via Jira email handlers don't show up as service desk customer requests. For this reason, Atlassian do not recommend using a Jira mail handler for service desk projects.

If you want to set up email requests for JSD project then you should look at is project level "Email Requests"

With regards to two global mail settings email puller and email processor - these are used only by JIRA Service Desk and do not impact any email settings, you have set up for JIRA.

• Email puller connects to your mail servers every minute and pulls the email data into the database. Emails with attachments larger than 25MB will not be pulled. 
• Email processor filters the emails (e.g. to remove auto-replies and spam) using information stored in the database.
  

These two settings should be turned on in order for Email Channel to work properly.

I hope this helps. 

Thanks,

Swathi

[Michael Woffenden]

Very helpful, Swathi!

Although this makes things clearer for me, Atlassian should look into devising a more understandable interface for these items.