How does Service Desk determine if it will process an email?

[Richard_Saffell]

Which emails will Service Desk process?  I noticed that if I move a message into the Inbox for the Service Desk that it does not seem to process the message unless I also mark the message as unread.  But if I simply mark a message as unread it is not processed again.

I want to know how Service Desk determines if a message is "new" and also what I need to do to be sure that a message I move into the Inbox is processed by Service Desk.

[Piotr Klimkowski · Accepted solution]

In case you're still interested, IIRC for POP folder it's based on the DELETED flag set to false, in IMAP it's a combination of DELETED and SEEN flags set to false + SD keeps track of when it checked for email the last time and message must be received after that time

[Richard_Saffell]

Thanks, this would have been helpful a couple months ago -- we've since moved to another system. Maybe you can provide this information internally to your support people, or put it in your public documentation. Thanks again.

[Piotr Klimkowski]

Sorry to hear that. I don't work in SD and I monitor mostly questions about JIRA mail handling. I stumbled across this by accident :) I'm sure we'll do better next time. Cheers