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Suggestion
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Resolution: Low Engagement
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None
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0
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8
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Support processing Old Email that is not created as a Request yet
The current behaviour for JIRA ServiceDesk Email Settings(Mail Handler) is to "Read/Pull" an "Unread" messages that were inside the Mail Box. After it is being pulled it will be set as Read and the emails is converted as Request in the JIRA ServiceDesk Project. As mentioned in the documentation:
After the email channel is set up, JIRA Service Desk will take note of when it connected to the email account for the first time. Any new messages sent to your inbox after that time will be pulled in as new requests or comments. Customers will receive email notifications about the details of their requests. For information about notifications, see Configuring JIRA Service Desk notifications. Messages that already exist in your email account are not processed.
But, there is still possibility that one of the new email is already "Read" before JIRA ServiceDesk pull it making it is not being created as a Request. Hence, just like the Standard JIRA Mail Handler where it will scan the Mail Box as it is configured and it will created any emails as JIRA Issue if the issue is not exist yet, it would be great that JIRA ServiceDesk Email Settings(Mail Handler) have the same features like Standard JIRA Mail Handler.
Additional request:
Make a way so that when a user is adding a Service Desk Channel, they are able to specify their own PULL_FROM_DATE rather than by default use the date that the Channel is created.
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- Gathering Interest
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Hi,
Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.
This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).
We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.
To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.
Regards,
Jira Service Management, Server & Data Center