Bulk delete spam in Servicedesk

Mike_e6ysko

I have someone spamming my support email address and I now have 53K items in the queue.  How can I bulk delete all of them?  What is the best practice for spam that comes in via email?

I moved from Freshdesk and it has great spam features but I cannot find anything similar in Servicedesk.

Angélica Luz

Hi James,

The best option to delete all these issues is filtering and then bulk delete.
If it's only one email, you can filter by reporter and then click on *...* on the top right > bulk change > select the issues > choose the operation "Delete issues" > Uncheck the "Send email for this update" > Confirm the operation.
Note that it's possible to delete only 1k issues per operation, so, unfortunately, it's necessary to repeat this operation for 53 times.

If it's only one person spamming, please go to Site administration > Jira Service Desk > Portal Only Customers and deactivate the account, so no new tickets will be created from this email address.

Also, if all this emails are from the same address and with the same summary, you can activate the "Advanced mail loop detection".
This option is placed on Jira Settings > System > Incoming email.

If you add on "Message Threshold" the number 5, for example, if the same person sends 6 emails during 15 minutes, the sixth message will be blocked and the next messages won't create tickets.

Messages Threshold
Defines how many messages from given address may be processed during 15 minutes time window without being suspected as a potential mail loop. 0 disables feature.

Hope this helps!

Regards,
Angélica