Messages released from Microsoft Outlook quarantined messages don't show up in Service desk

[Tjerk Bijlsma]

Hello,

We use an Outlook mail account managed by another organization, where suspicious messages get caught in quarantaine (spam) and you get a mail notifying, with the option to release the mail. When we press release, the mail is "moved" to the inbox from the quarantaine location. Service desk does not recognize the released mail (because it is moved and not received) and does not show it. It is unread in the outlook inbox. Is it possible to let service desk detect these mails?

Thanks for the help.   

[Marc - Devoteam]

Hi @Tjerk Bijlsma 

No this is not an option.

Email in JSM or others systems rely on mail incoming in a mailbox inbox folder an then handle the issue.

This behaviour occurs to the setup you have in the mail account.

[Tjerk Bijlsma]

Hi @Marc - Devoteam, this is the issue. If I understand you well, JSM needs incoming mails. However, Microsoft catches the mail (to avoid the execution of malicious code) into a quarantaine location and sends a notifcation mail that allows release of the caught mail. Upon release, they move the mail to the inbox, but it is not a newly incoming mail. Therefore, released mails are not shown in JSM.

Do you have a solution to this?  

[Marc - Devoteam]

Hi @Tjerk Bijlsma 

No I don't have a solution for this. JSM just doesn't see this as a new email.

[Tjerk Bijlsma]

Hey @Marc - Devoteam 

Thank you for helping and reacting. Microsoft indicates that they can/will-not change their way of handling quaranaine mails. Our whole JSM/servicedesk registration breaks, because we cannot get the quarantaine released mail in servicedesk.  

Is there not a way to force load the microsoft released mails into JSM?

[Marc - Devoteam]

Hi @Tjerk Bijlsma 

Forward those to another mailbox. Add this mailbox email address to the JSM project and to a request type.

This is your solution, not ideal, but it will work.

Don't expect that Atlassian will change it's way on handling incoming mail.

[Tjerk Bijlsma]

Hi @Marc - Devoteam,

Thanks, it is a half solution, we lose part of te automation and tracing of customer requests. But it is indeed better than nothing. We'll try it.

I leave the issue unanswered (i really appreceate your help), incase a full sollution presents itselve... there have to be more users that face this issue.