When the JIRA mail handler inspects and then processes emails (using IMAP), it marks emails as read.
It marks all emails as read, regardless of whether the person who sent the email is a JIRA customer or not. In our instance we only allow customers and users to create Service Desk tickets.
This means that there are some emails that get read and may be important but do not come directly from a customer, therefore do not create/update tickets. These are hard to pick out for Service Desk agents when scanning the email for any tickets not automatically created/updated, due to the high volume mail to look through and keep on top of.
Is there a way of making the JIRA mail handler mark an email as unread if it finds that the email comes from a non-customer/non-user?
Thanks for recommending JEMH Matt!
It is true that there are various ways you could achieve the behaviour you describe via JEMH. The method Matt describes includes enabling JEMH hintograms to send hint emails back to the email sender informing them that no issue was created as a result of their email.
There are a myriad of other configuration options and features available in JEMH to improve email integration within Jira, JEMH aims to be the most feature full email handler app available to Jira customers as a replacement for the built in Jira and JSD email handlers.
JEMH can be found on the Atlassian Marketplace: Enterprise Email Handler for JIRA (JEMH)
JEMH is available with a free 30 day trial which you can use to evaluate the functionality, if you have any questions or queries about what is possible with JEMH, please reach out to our customer support :)
Support is available via our Jira: The Plugin People - Jira
Thanks for your response. We use Gmail, and the issue is that Gmail doesn't know who is a JIRA SD customer and who is not, so doesn't know which emails to filter to another folder. Customers are assigned using groups in AD.
Do you know a way around this?
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!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot