Is there conflict between email setting in JSD and incoming email in Jira?


I have enabled an email channel from my Service Desk, Settings, email settings.

But I have also a mail handler in JIRA (from System, Incoming mail) with the same pop account than in my JSD.

Sometimes (not everytime) when a customer respond to an issue by mail, the comment appears as "Internal". My idea is that sometimes, the mail is processed by the JIRA handler and not the JSD handler. Is that right?

Should I disbale the mail handler or change the pop account on JIRA side? I ask because on this page the handler is named

"Mail handler used by JIRA Service Desk. Do not modify or delete. 10,100

Create a new issue or add a comment to an existing issue"
My server is used only for JSD, not for Jira.

1 answer

1 accepted

0 votes
Answer accepted

Hi Simon,

I believe that the best option would be to have 2 separate e-mails to each part of the software, so that you can guarantee that they won't overlap and get confused like seems to be happening on your case. Either way, if you want to change your JSD e-mail configuration, you have to delete it through JSD's interface (JSD > Settings > E-mail Settings).


Hi! Indeed, I have configured two different address. It seems to solve the problem. Thanks.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

386 views 1 1
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