IMAP mailbox - Mail do not remain in Exchange inbox


I just switched one of our mailboxes from POP to Secure IMAP because I was hoping mails would remain in our Exchange mailbox (so that I would still be able to open the mails with Outlook).

Unfortunately mails do not remain in the Exhange inbox. Is there a way to configure the mailbox like this?


thanks and kind regards

2 answers

1 accepted

0 votes

No, they're not supposed to remain in the inbox.  The systems delete them to say "I've imported this"

Thanks for your quick response!

But that's a bit odd, because within Service Desk mails do remain in the inbox when I use IMAP !?

Service Desk handles them differently.

For plain Jira mail, it's got no way to know whether an email has been processed, so it has to delete them.

Ok, thanks!

Then I'll setup a forward rule into another inbox where we can check mails which have not been processed properly.

I know this was already answered and apologize if it is a bit long. However, I would like to provide a bit more information for those that may need to keep mail sent to either a support or mail-handler inbox and have multiple inputs.

Office 365 exchange rules function the same as the outlook desktop client. We do not move, or forward the email, but create a copy. This way we can retain a copy, Jira gets feed, and there isn't another inbox to manage.

Email arrives -> rule processes copying to a folder -> jira scans and creates the request -> jira removes the email -> happy customers & techs.

We have multiple distribution lists that send to a single account. These DL provide alerts, notifications, etc. from various tools. We only send to this inbox if we want Jira to handle the messages so the mapping works for the rules we create.

    Office 365 tenant
    Exchange Mailbox and Distribution lists
    Folder or folders to copy mail to
    A cold beer

Outlook 365 Settings:

    1. Login to the web portal (
    2. Click Mail
    3. Click the COG (little gear) top right corner
    4. Under App Settings click Mail
    5. Expand Mail > Automatic processing > Inbox and Sweep rules
    6. Click the + button under Inbox rules
        a. Give it a name:
            "Copy Cat"
        b. When the message arrives, and matches one of these conditions
        c. It was sent or received:
            "Sent To (Your DL not mailbox address)"
        d. Do all of the following:
            "Copy the message to folder"
                "Select (your folder)"
        e. Save
     7. Exit back to inbox

I hope this helps!

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,060 views 13 18
Join discussion

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot