nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Jira Service Desk Mail Handler - What happens to unprocessed emails?

Alexis Ramacciotti

Hello,

I have a question about email handler in Service Desk: when an email does not end in creating a support request (for example, because the sender is not allowed to create request), what happens to the email? Is it destroyed? Or is it just left unprocessed on the mail server?

Our customer wishes this kind of mail to be preserved, ideally processed under a "default" channel.

For info, the mail server is a POP3 server.

Kind regards

Accepted answers

Charlie Misonne

The email will be deleted from the mail server.

You can configure a mail rule in your mail client where you copy every incoming mail from the inbox the a separate folder. This way all emails will be kept.

Of course even emails that are created as a ticket successfully will remain in that folder. So it's not an ideal solution.

I can also recommend checking the mail processing log from time to time. You will see which mails were rejected on that page.

Jira configuration -> Applications ->Email requests -> view log (next to the email address) -> open "processing log" tab

Alexis Robert

Hi @Alexis Ramacciotti,

in my experience, the unprocessed emails will stay in the inbox indefinitely if they are not catched by the email handler or manually removed.

Let me know if this helps,

--Alexis

All comments

Charlie Misonne

The email will be deleted from the mail server.

You can configure a mail rule in your mail client where you copy every incoming mail from the inbox the a separate folder. This way all emails will be kept.

Of course even emails that are created as a ticket successfully will remain in that folder. So it's not an ideal solution.

I can also recommend checking the mail processing log from time to time. You will see which mails were rejected on that page.

Jira configuration -> Applications ->Email requests -> view log (next to the email address) -> open "processing log" tab

Alexis Robert

Hi @Alexis Ramacciotti,

in my experience, the unprocessed emails will stay in the inbox indefinitely if they are not catched by the email handler or manually removed.

Let me know if this helps,

--Alexis

Manon Soubies-Camy

Indeed, see Creating issues and comments from email:

If JIRA does not successfully process a message, the message will remain either in your mail account or on the file system.

Charlie Misonne

@Alexis Robert @Manon Soubies-Camy

I'm surprised. That information is new to me. I've been working on several Jira instances and in my experience emails are deleted from the mailbox.

I must be missing some configuration or I misunderstand the part Manon is quoting from the documentation.

Take a look at those screenshots. I have never seen an email remaining in the inbox when they are rejected. I think the same goes for users that are not on the customer list of a service desk project like @Alexis Ramacciottiis describing.

2018-09-13 16_51_23-Email requests - Jira.png 2018-09-13 16_52_04-Email requests - Jira.png

I think Jira makes the difference between Rejected (which counts as processed) and unprocessed. This is unclear in the documentation.

This topic confirms my assumption.

Related Suggestion

Alexis Robert

Hi @Charlie Misonne,

on the latest Service Desk instance that I've setup, any email that is sent to the Inbox but not catched by the mail handler (because the recipient is not the one specified in the Mail Handler, or because of forbidden characters in the email body) will stay in the inbox, whereas all mail that is triggering an issue to be created will be removed.

The topic you've linked is a different issue - the email is catched and triggers an action (that fails as a user isn't created), so the email will be removed from the Inbox.

Alexis Ramacciotti

And this apply whatever the kind of mail server is involved? I mean, no difference if this is a POP3 or an IMAP server?

Charlie Misonne

yes indeed

Etienne Janse van Rensburg

hi @Alexis Ramacciotti

There is in fact a difference with how the mails are handled between POP and the IMAP setup.

Please refer to the explanation by Atlassian, by following this link:
https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html?_ga=2.160699893.995532573.1558945008-787707061.1549014541#Receivingrequestsbyemail-processed

Asim K

https://support.atlassian.com/jira-service-desk-cloud/docs/jira-service-desk-email-process-for-pop-imap-and-cloud-addresses/

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

server

jira

jira-server