E-Mail handlers should not delete emails after processing

[Johannes Kienzle]

We have an existing email address for our support and would like jira to collect emails from that address to create issues / comments from it, to be able to process and track support issues. Once they are internally processed, we would still like to sent emails from that email address. I have now read that it deletes the emails after processing, which creates a problem since we want to be able to use that email address still for receiving and writing emails.

Is there a possibility to turn off the email deletion? If not what is the proposal how to handle this?

[Sloan]

Hi @Johannes Kienzle

Yes this is true for Jira Software and Jira Core:

• If Jira successfully processes a message, Jira deletes the message from your mail account (on a POP or IMAP mail server) or file system (i.e. for file system messages).

- Creating issues and comments from email
 

Jira Service Desk's mail handler does not delete E-Mails when using IMAP:

If you use IMAP, emails are marked as read (not deleted) after they are processed by Jira Service Desk. If you want existing messages to be pulled in by Jira Service Desk, you can move them back to your inbox and mark them as unread after the connection has been established.

- Receiving requests by email

I am unsure if there are ways to stop the Jira mail handler from deleting messages after processing. The documentation it selfs says, if you want to keep the mails you should archive them / back them up.

Hope this helps.

Cheers
Niklas

[Johannes Kienzle]

Never mind :)

[Johannes Kienzle]

Also never mind

[Sloan]

I missed your edited messages, I hope my answer was not too confusing. :)

After having a second look I realise it is not obvious that the second quote applies to Jira Service Desk only.

[Johannes Kienzle]

@Sloan N_ B_

That is exactly what I realized, that it's regarding service desk. First I thought there was a contraction in your answer, then I realized I did not read properly. :)

If you find a way to make it work with plain jira, we'd appreciate it. Since we are not sure that we want to buy service desk.