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Incoming Mail Handler

When setting up a mail handler, if I leave the "Folder Name" field blank, so that JIRA will pull mail out of my Inbox, the Test Run works fine.

If I change the "Folder Name" field to the name of a folder which already existed before today, like "Deleted Items", the Test Run works fine.

If I change the Incoming Mail MAPI server settings to a different user who already had a folder named "SRTDev"on our Exchange server (before today) and change the "Folder Name" field to "SRTDev", the Test Run works fine.

If I connect to my email account and change the "Folder Name" field to the name of a folder which I just created today, the Test Run does not work. I get the following error:

" Messaging Exception in service '$MessageProviderImpl' when getting mail: SRTDev not found: SRTDev not found "

Do I just need to wait till tomorrow? Is this happening because I just added this folder and something hasn't synced with the Exchange server yet?

8 answers

1 accepted

8 votes
Answer accepted

My folder was a sub-folder of my Inbox, so not only did I need a slash in the Folder entry, but Inbox had to be all uppercase, like so: INBOX/SRTDev

In addition, IMAP doesn't like slashes (/) within mailbox folder names, so JIRA will not be able to retrieve mail from a folder named "SRT/LPR".

had same issue, i.e.:


I have another folder that looks like its outside of the inbox that didnt require anything for the folder name

Thanks, had a very same issue! 

I had an IMAP Outlook mailbox and the only way to make it work with Jira Mail Handler was specifying a folder was to create this folder in the root, not inside Inbox or any other folder, and to use only uppercase characters without numbers or space or others strange characters.

I just had the same issue. In stead of using slashes, use a dot. I.e.:


Then it suddenly works. Would be nice if Atlassian would add it to their guide:

Abel, do you mean that one may have a slash (/) in a folder name if one is using dots (.) in the path?

May be you should ask you Exchange administrators.

How about deleting and recreating the mail handler in JIRA. Just suspecting if there is some cache which holds the IMAP folder structure which is never reloaded once a handler is created.

Thank you, now it works!!!

Like Peter Adrial likes this

i cant get this to work,


I've tried;

just the Folder Name

INBOX.Folder Name

INBOX/Folder Name

INBOX\Folder Name

Inbox.Folder Name

Inbox/Folder Name

Inbox\Folder Name

Tried all the combos above and renaming it to just FolderName

What is your mail server structure look like? Is it IMAP? spaces wont work. Try to create new folder called just the Folder and go with INBOX/folder (case sensitive)

In my case, even if my email clients showed my folder in the root, I had to prefix them with 'INBOX.' as suggested by the debug logs. So my folder 'abcd' is specified as 'INBOX.abcd'

it worked on my side without entering the "INBOX" just the path where the emails are

is spcifying folder option not available in JIRA on-demand version?

I mean that if you want to specify a subfolder, the typical way would be to use a slash. However, when configuring the mail handler in Atlassian Jira, you should use a dot instead. So, if your subfolder is called JiraMail, directly under the Inbox root, you should specify it as INBOX.JiraMail inside the mail handler (not INBOX/JiraMail or INBOX\JiraMail or just JiraMail).

If you have a deeper nested structure in your IMAP mail system, say Bugs, Features under the folder JiraMail, you can use INBOX.JiraMail.Bugs and INBOX.JiraMail.Features.

Okay. Thanks, Abel. :)

Thanks, Renjith, but apparently I just needed to give it a day or two for my new Outlook folder to appear on the Exchange server. I'm not sure how long it took, but I was out of the office for 3 days.

It's working now. :)

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