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How does Service Desk determine if it will process an email?

Richard Saffell_cdvenv

Which emails will Service Desk process? I noticed that if I move a message into the Inbox for the Service Desk that it does not seem to process the message unless I also mark the message as unread. But if I simply mark a message as unread it is not processed again.

I want to know how Service Desk determines if a message is "new" and also what I need to do to be sure that a message I move into the Inbox is processed by Service Desk.

Accepted answers

Piotr Klimkowski

In case you're still interested, IIRC for POP folder it's based on the DELETED flag set to false, in IMAP it's a combination of DELETED and SEEN flags set to false + SD keeps track of when it checked for email the last time and message must be received after that time

All comments

Piotr Klimkowski

Richard Saffell_cdvenv

Thanks, this would have been helpful a couple months ago -- we've since moved to another system. Maybe you can provide this information internally to your support people, or put it in your public documentation. Thanks again.

Piotr Klimkowski

Sorry to hear that. I don't work in SD and I monitor mostly questions about JIRA mail handling. I stumbled across this by accident I'm sure we'll do better next time. Cheers

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