Viewing Source Email for Service Desk Tickets

[Craig McManus]

Hi all,

We have Jira Service desk designed to pick up emails sent to an external inbox (Office 365), and generate a JSD ticket based off that.

My question is: is there anyway to view that original email anywhere?

I've tried checking all folders in the inbox, and the email processing log within Jira, but can't seem to locate the original email anywhere.

Thanks in advance!

[Andy Heinzer]

It depends on how you are getting that email into Jira Service Desk.   The two supported methods are POP and IMAP.  If you're using POP, the message is marked for deletion after Jira reads it.   However if you use IMAP, Jira can simply mark the message as seen (but not deleted).   This is detailed more in Receiving requests by email

In your case, if your mail server supports it, I would suggest using the IMAP mail protocol.  This way you should then still be able to return to the mailbox to find these previous messages.