We have configured Jira Service Desk 4.7.1 to access our support email box on an email server.
We don't allow automatic account creation. We like to have the correctly processed emails to be deleted from the mailbox but unsuccessfully processed ones to remain in the mailbox
So if we configure to download the emails using IMAP they are marked as read but not deleted or moved as described in the documentation.
If we switch the fetch method to POP they are deleted as we like to have correctly processed emails deleted. The issue that even not correctly processed emails are being deleted.
The log file says correctly: Failure - Signup is not currently available
Which is correct. But why does it delete the email after that? I would expect such mail should stay in the mailbox so we can check if it was a legitimate request.
I cannot come up with a definitely answer but I assume the logic was coded in a way that assumes manually checking the mailbox is not an option.
There is an open Bug with this topic - the suggestion is like yours: to keep the mail but re-process it later.
Please be noted: the circumstances described in this bug (not available LDAP server) are different as per a cause - but the suggestion of the mail handling is the same.
So, my advise would be to vote "This affects my team" and watch the issue - doing so you are notified about the progress and likeliness is higher that it will be addressed soon.
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