Can Jira Service Management move Outlook mails to a subfolder?

[Paul Ceronio]

Hi everyone,

We have a recently taken our first service project live. It creates issues from emails it pulls from a Support email inbox in Outlook.

Our old ticket system was configured to move emails it had finished processing from the inbox to a subfolder in Outlook (no one can tell me how, nothing was documented 😜).

Is there a similar functionality in Jira Service Management?

Our IT ServiceDesk team is concerned that 

1. Jira SM must reliably process each and every email that goes into the Inbox

2. Outlook rules won't reliably handle the process of identifying emails that were processed by Jira and move them into a subfolder.

Is there a way to configure Jira to handle Outlook emails in this way?

Regards, Paul

[serge calderara]

Hello,

Before anything please note that for such implementaton it is better to handle the suppport email input as a non monitor mail box form other users the reason for that is a follow :

When you configure your email handler for Service management inbox monitoring, you can decide to configured proceded email to be flag as read or delete them from the source.

If you have an incoming email dedicated for service management in your mail box which has not been process yet and a user read that mail , then that email will be merk as read by the user and will be not process any mor for your service management handler

To reply your question :

1 - Have a decated inbox folder in your email system where each incoming email will be dropped into ( ex: JSM-Email )

2 - Setup a rule in your outlook which identify from a criteria incoming email dedicated to JSM and move them in the JSM-Email folder

3. As an option, create a rule which check all read email from JSM-Folder and move then to an archive folder. This way in case an email did not get process you can recover it and scan it again

4 - If you can add as a recommandation,  a dedicated input email not monitored by any normal user excpet some admin who know what to do

Regards