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  1. Jira Service Management Data Center
  2. JSDSERVER-1260

Service Desk Email Handler removes emails without any notification.

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

    Description

      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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              Unassigned Unassigned
              7ee8cae5c301 Andrzej Warycha
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