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Suggestion
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Resolution: Tracked Elsewhere
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None
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Mail handler configuration:
SECURE POP
Port: 995
Email message of the user who has wrong permission to service desk (for example doesn't have "Customer" permission) is deleted without any notification ( neither as an email to Project Administrator nor exception in JIRA log). In standard JIRA mail handlers configuration we have field for email address which is used to forward unprocessed emails. Here should be the same solution.
We can find more if we turn Incoming Mail debugging on. Then we can see for example:
2014-12-12 10:16:41,750 atlassian-scheduler-quartz1.clustered_Worker-4 DEBUG anonymous Mail handler used by JIRA Service Desk. Do not modify or delete. 10,113 [atlassian.mail.incoming.sd] The message has been rejected (The Service Desk you are trying to view does not exist.): From :[Robert Zube <r.zube@adbglobal.com>], Subject: Question10, Date:
From this log we can retrieve another bug because JIRA says that Service Desk is not exist but it is not true 
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- is incorporated by
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- Gathering Interest
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DESK-4339 Failed to load
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JSMDC-572 You do not have permission to view this issue
- relates to
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- Closed
| Form Name | |||||||||||
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[JSDSERVER-1260] Service Desk Email Handler removes emails without any notification.
Brian Kramer
added a comment - I have run into the same issue. Was able to track down that I had a local jira directory user with the same email address as a customer user. when I changed the local jira user email everything worked like it is supposed to.
Brian Kramer
added a comment - I have run into the same issue. Was able to track down that I had a local jira directory user with the same email address as a customer user. when I changed the local jira user email everything worked like it is supposed to. This is not a suggestion but a bug, pretty critical too since no issues are created from the mails that are being send.
Tested this with JIRA Service Desk 2.2.1 we found that it did not delete the email in mail handler however the same error is still there.
The email address needs to be associated with a customer of the Service Desk, for it to be processed. This is the same behaviour as if the user logged into the customer portal, where they do not have access to that Service Desk.
JSD-2262 has been created as a suggestion for a way to provide a mechanism for agents / admins to action mail that were unprocessed for this reason, or other reasons.
I would recommend voting and watching that issue, for any updates, as well as adding your own use cases and suggestions.