Jira Incoming Mail deletion

Question

Hi Team,

We are using Jira and SD for work with clients, however, recently we are facing with some issue regarding the incoming emails. Namely,  when an email is received it is immediately deleted from the inbox without it is processed in Jira and an issue is created. Note that this do not happen on all emails and there is no pattern, the deleted emails are random, but still it is affecting our work.

The mail handlers are configured as IMAP, therefore, it should not deleting the mails before they are processed in Jira.

Kindly ask you to assist on this matter and suggest what could possibly be causing it,as well as how to resolve. Also, in case there is already an opened issue regarding the same, please provide me with it so I can follow the progress.

At this moment I was able to refer to this: https://community.atlassian.com/t5/Jira-questions/Jira-Incoming-Mail-deletion-Pop-Imap/qaq-p/615452

Thank you in advance.

Kind Regards,

Angélica Luz · Answer

Hi Hristina,

The custom email address is added directly in the service desk project on Project settings > Email requests. 
This option is better for SD because you can check the logs directly on "View log" to see if there was an error on a ticket creation, for example.
You can check the documentation below for more details:
- Receiving requests by email

Related to emails being deleted, are those mailbox being used only for Jira or is it connected to another service? 
Maybe it can be connected to another service using POP and it may be causing the issue.
Also, you need to make sure that nobody is accessing the email and reading the email before Jira.

Regards,
Angélica

Hristina Stoeska · Answer

Hi Angélica,

Replying from my corporate account now (@seavus.com).

Just to be on the same page, would you kindly explain with more details what do you mean by using 'custom email address'. We are currently using an email address that is corporate, created on our company domain (@seavus.com).

Once again, thank you in advance.

KR,

Hirstina

Hristina Stoeska_y1pudx · Answer

Hi Angélica,

Thank you for the explanation.

Currently we are using 4 Service Desk Projects (Server based) for receiving requests from customers.

We do not have configured mail handler for incoming mails on the Jira Core, but still we set on each Service Desk Project as an Email requests.

Using custom email address unfortunately is not acceptable for us. Therefore, can you please suggest some possible solution, how can we avoid loosing mails (consequently created tickets) in the future, since as I already mentioned it is affecting our work.

Let me know in case any additional info is needed.

Thank you and KR,

Hristina