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Add Email requests -- Cannot link your email account due to emails in inbox


When i try to set up an email channel for Jira desk i always get the following error: 

Cannot link your email account due to emails in inbox

Your inbox must be empty before you can continue to the next step. Please move the existing emails out of the inbox and try again.


There is no E-Mail in this mailbox. 

I ll try to connect to an Exchange 2013 POP account. The Jira desk is a selfhostet version in the same network as the exchangeserver. 


Is there a solution to fix this? 


Thanks for youre help 



5 answers

Hi i tried to set up a complete new mailbox and it still happens. I checked if there is any content. Its complete empty... 

Do someone have another idea?


Thank for you're help

I also have the same issue on JIRA Core/Software v7.9.1 and JSD 3.12.1 - I can't connect using POP or IMAP for various errors...


When I go into secure/admin/SDMailInfo.jspa the file does not exist and brings me to a 500 error page (Admin Settings > Applications > Jira Service Desk > Email requests

It's a bug: JSDSERVER-5778. Vote for it if it's important to you.

i had JSD 3.13.0

the solution specified in JSDSERVER-5778 is "The fix is now available on Jira Service Desk Version 3.13.1."

i installed the new version but the problem persists.

Someone has other solution?

0 votes
Jack Community Leader Apr 27, 2018

I assume you logged into the mailbox and verified it was empty? Was this a newly created email for this purpose? Is it possible to have you IT group create a new email and retry?

0 votes

How are you checking the mail box is empty?  Some clients play tricks with layouts that make you think a box is empty when it technically is not.

Have a look with a basic client - most webmail systems will do it if you want to avoid installing anything new - for example

I am having the same issue as the original poster. Created a new email account, and tried to connect, and continue to get the warning that Service Desk "Cannot link your email account due to emails in inbox."

I am having the same issue using an existing mailbox.  My question is do I have to use an empty mailbox?  When I use a new mailbox, I have no issue.

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