Is it possible for JSM to pickup junk mail items? (Office 365)

Question

Hi all, we have an email for our Support Desk via office Outlook. But we are getting emails going to junk, which isn't being picked up by Jira Service Management as it seems like JSM only picks up Inbox only?

Is it possible to get JSM to pick up the Spam/Junk mail folder as well?

Thanks all

Trudy P Claspill · Accepted Answer

Hello @Calvin

Disclaimer: this is not an area of expertise for me.

If the email is not actually junk/spam, can you not go to the email account and make changes to it so that those items are no longer classified as junk/spam? What about them is causing them to be classified as junk/spam?

I did not see anything in the documentation about being able to configure the folder from which an email handler (in JSM) gets the email. It may be in there somewhere and I may have missed it.

Sandro Leone - EPS · Accepted Answer

Hey @Calvin

JSM only picks up inbox emails. (Read more about the email puller)

I'd advise you to try getting a policy exception for the service desk mail. Otherwise it's going to be just manual work filtering out the junk folder.

Or if that's not possible, depending on your customer base, try moving them to creating more tickets via portal than email.

Marc -Devoteam- · Accepted Answer

HI @Calvin

This is not possible, as Jira doesn't manage a mailbox, this is done from the MS side.

Jira is only reads out the inbox, from the Atlassian side there are no options to change this.

Arkadiusz Wroblewski · Accepted Answer

Hello @Calvin

@Marc -Devoteam-  is on the right track here.

JSM only processes emails that it can actually fetch from the connected mailbox, and Atlassian documents that the email puller reads unread emails from the associated inbox first. So if Microsoft 365 moves the message to Junk before it ever stays in Inbox, JSM will not pick it up from there. JSM’s own spam filtering happens after the mail has already been fetched.

I would handle this on the Microsoft side instead, for example with a safe sender / allowlist or mail flow rule, so those messages land in the Inbox that JSM is polling.

One practical check: open the email processing log for that channel. If those messages never show there, that is a good sign they never made it into the mailbox path JSM is reading.