Problem

In JSM Email requests using the IMAP protocol makes not possible to delete the emails that are processed.

On page https://confluence.atlassian.com/servicedeskserver0413/receiving-requests-by-email-1027136238.html it is said:
"If you use IMAP, emails are marked as read (not deleted) after they are processed by Jira Service Desk."

But it is different in Jira Server/Core and additional "mark as seen" checkbox was implemented into product for that: https://jira.atlassian.com/browse/JRASERVER-62660

Suggested Solution

Configure the same IMAP configuration to Jira Service Management as well

Why This Is Important

To ensure consistency in between Jira product

Workaround

• Considering to switch from IMAP to POP which would delete the emails once it is processed.
•  If you want existing messages to be pulled in by Jira Service Management, you can move them back to your inbox and mark them as unread after the connection has been established.