Jira Incoming Email stripped my folder of emails

[James Mason]

So after a bit of hassle with getting Jira to work with exchange, i finally got it speaking, got it reading the folder I wanted it to create issues from, and it did it all pretty much perfectly.

The problem is it also deleted all the emails i had in the folder, which is kind of fine currently, but not what I want to happen ideally.

The folder was only for email submitted help requests, which would be better served as tickets, but since I'm only evaluating Jira currently, I didn't really  want them all taken out.

Thankfully nothing in there needed attention anymore, and really I'm just borrowing my personal account to do this, but I still don't see any option where Jira either does or doesn't purge the emails from my folder like it seems to have.

[Meg Holbrook · Accepted solution]

Emails should definitely only be read and not deleted. 

Do you have any folder rules for read emails in your email client? 

[James Mason]

No, the emails were already previously in the read state.

I have a few rules for other specific types of emails to be marked read and deleted, but only if the have specific things in their subject lines.

This folder was for emails that were sent to a specific mailing list, and all the happened is the rule moved them there.

[Daniel Eads {unmonitored account}]

Hey James!

You've got the Service Desk tag on your question, so Meg has answered based on that info.

From your comment though, it sounds like you pointed Jira at a particular folder. Jira Service Desk doesn't have folder support (per JSDSERVER-1518) so I'm wondering if you maybe set up a standard Jira mail handler (NOT service desk) instead? The standard mail handlers can handle folders, and their default behavior is to delete messages they've processed.

As Meg mentioned, Service Desk's mail handler only marks items as read and does not delete them.

If you need help setting up the Service Desk mail handler, documentation for that is available here. The short answer is that it needs to be done from a specific project's settings, instead of the global settings you'd use to set up a standard Jira mail handler.

Cheers,
Daniel

[James Mason]

I've got Jira Service Desk and Software installed on makeshift server (a 3rd gen i7 desktop). (i upgraded a SD installation to have Software)

I've got 4 sample projects and bitbucket integration. the helpdesk sample, the kanban sample, agile sample and a generic project management sample.

We've got a 2013 exchange server for our email, and I had IMAPS enabled on it.

I used my personal email login, and when setting up a mail handler at the bottom is asks for a folder name. Why wouldn't the standard handler mention it would delete emails, or well that should definitely be an option regardless.