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Service Desk IMAP not working

I'm trying to setup my Jira service desk, I can send emails from Jira and the configuration also seems to be fine (test email connection is ok). But still incoming mails don't create a request. What settings can be adjusted?

3 answers

0 votes
Alexis Robert Community Leader Apr 12, 2018



did you follow the steps from this guide: ?

How did you configure the Incoming Mail settings in Jira ? 




-- Alexis



no, I performed this steps:


"Customer requests and comments are processed differently than Jira mail. Issues created via Jira email handlers don't show up as service desk customer requests. For this reason, we don't recommend using a Jira mail handler for service desk projects."

I deleted the handler after seeing this comment. Wasn't this right?




0 votes
joshloe Atlassian Team Apr 12, 2018



Check your application email logs and you should find the error that is happening.  You can get there by navigating to your instance and clicking "Settings -> Applications -> Email Requests".  From here, take a mail logs/processing logs.  It should give you an idea of what is going on.

More than likely this is going to be a permission setting that is not allowing an account to create a ticket in Service Desk.  See Set up customer permissions for information on opening up your Email/Portal channels.  

This could also be because a field is listed on the email channel that should not be.  The email channel request type should only have Summary and Description as required and attachment as not required.  So make sure you check that as well.   


-Josh Loe


No logs, because no emails imported. Do I need the Mailhandler?

The permissions are settled up like in the instruction, everyone can raise a ticket.

The fields are also right configure, Summary and Description as required, and attachment as not required. 


But still no mails in Jira. My mail account is hosted by Exchange 365. Maybe here some settings need to be adjusted?




joshloe Atlassian Team Apr 12, 2018


If you've setup a mail handler under your Service Desk project you should see the address on the Application Email page linked before.  Please make sure you're setting up the mail handler for Service Desk under the Project Settings and not in the main JIRA handlers.  Service Desk handles mail differently.   

So to setup your mail handler, click on the Service Desk Project -> Settings -> Email requests.  There is a default mail handler for Service Desk that is already on the screen, if you want to add a custom please do so.

Make sure that there is nothing else checking this email account, only JIRA and send an email.  This should show up on the Application Email Logs.   


-Josh Loe

Do I need to setup the Imap settings also in the global settings or just in the project settings?



joshloe Atlassian Team Apr 12, 2018

For Service Desk only set them up in the project settings.  They do not need to be added to the global settings.  

Unfortunately still no Mails in the Servicedesk.

joshloe Atlassian Team Apr 12, 2018


I've created a ticket for you as I'll need to look further into your instance and the log files to see what is going on for this specific case: JST-382727 . You should have gotten an email in regards to this. 


In case anybody having an similar problem stumbles on this :

When Jira processes incoming e-mail by IMAP, another hurdle should be considered: Jira remembers the last time it checked for e-mails and will not process anything older than that.

As a first step, you should make sure, that new e-mails get processed.

Then, to reprocess older e-mails, you might adjust the timestamp.


Be extra careful not to use a timestamp too old, as you might end up re-processing e-mails you already did.

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