How do I keep the JSD email handler from removing emails from the account inbox?

I just set up an email handler for one of our service desks. There doesn't seem to be the standard setting in the config that allows the emails to remain in the account after forwarding them to the service desk.

I set this up according to the Atlassian recommendation that it be done directly in JSD and not in JIRA mail handler.

Thank you,

Kristin

1 answer

1 accepted

1 vote
Brant Schroeder Community Champion Oct 18, 2017

In order for the emails to remain in the email account you will need to use IMAP as the protocol.   If you use POP they will be deleted.

From Atalssian's documentation

Emails using POP

  1. The "Deleted" flag set to false, and
  2. Were received after your email account and service desk project were linked.

To link your email account with a service desk using POP, make sure that your email inbox is empty by moving the existing messages to another folder, archiving them, or deleting them. Starting with an empty inbox ensures that you do not lose emails unintentionally, as POP emails are deleted after they are processed by Jira Service Desk.

Emails using IMAP

  1. The "Deleted" and "Seen" flags set to false, and
  2. Were received after your email account and service desk project were linked.

If you use IMAP, emails are marked as read (not deleted) after they are processed by Jira Service Desk. If you want existing messages to be pulled in by Jira Service Desk, you can move them back to your inbox and mark them as unread after the connection has been established.

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html#Receivingrequestsbyemail-processed

Brant Schroeder Community Champion Oct 24, 2017

Can you mark the answer as accepted to help others know it works.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

968 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you