Leave rejected mails unread

[Christian Diesener]

Hello,

when jira processes e-mails, it marks them as read. The problem with that is, rejected mails also will be marked as read. In that case we don't really know which mails should be reviewd manually. Is there any method to solve this issue?

Maybe jira can mark them as unread or move them in a different folder?

[Tomislav Tobijas · Accepted solution]

Hi @Christian Diesener ,

When you say 'rejected' emails, what exactly do you mean by that?

Are we talking about emails from customers who don't have an account, so the ticket is not raised on the portal, or maybe you've got some automation on the JSM side that automatically rejects specific tickets?

There are several viewpoints of what 'rejected' actually means, so we would just need to clarify this first.

Cheers,
Tobi

[Christian Diesener]

Hi @Tomislav Tobijas 

the first one, emails from customer with no account :)

[Tomislav Tobijas]

Ah, right. Thanks for clarifying @Christian Diesener !

I've tried to play with this a bit but the only thing I've found is this feature suggestion: JSDCLOUD-16054: Make emails unread again if the message is not processed 

There are processing logs where you'll find information on why the email was rejected, but I'm not sure if you could use those with some kind of webhooks or such to easily get info which information did not land in JSM. You would probably need some kind of REST API solution to, at least, get daily/hourly list of requests that were not automatically created.

Potentially, you could ask Atlassian Support if they happen to know any workarounds related to this requirement 👀

Cheers,
Tobi