Email settings to leave a copy on server when deleting tickets?

[Malcolm Caine]

I am testing Jira service desk and set up our support email address to create tickets. After setup it imported existing emails and created tickets.  I did not want these tickets as duplicates on our existing system so I deleted the tickets not knowing it was going to delete the emails off our mail server.  How to prevent this please?

Malcolm

[Trudy Claspill]

Hello @Malcolm Caine 

Welcome to the community.

I don't think you can change that aspect of the mail handling.

As per

https://support.atlassian.com/jira-service-desk-cloud/docs/jira-service-desk-email-process-for-pop-imap-and-cloud-addresses/

the process looks at the Deleted flag (for POP) as part of determining if the email should be processed. If it did not then set the Deleted flag for the email it would repeatedly process the email.

If you really must retain a copy of the email, besides the one that is stored in the JIRA database (as per https://support.atlassian.com/jira-service-desk-cloud/docs/how-does-jira-service-desk-process-email-requests/) then you might want to set up a rule on the inbox of the email account to forward the emails to another email account as a backup.

[Malcolm Caine]

Thank you, I have set up mail forwarding from our support email account to our default email address and our provider says mails are being delivered but they are not creating tickets, what should I look for?