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  1. Jira Service Management Data Center
  2. JSDSERVER-5091

Service Desk to remove INBOX label once email is read

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Email - Incoming
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    • 1
    • 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.

      Problem Definition

      Service Desk does not remove INBOX label once the email is read and processed in GMAIL. The Email Request is configured to use IMAPS.

      The same configuration used for JIRA Mail Handler will have the email removed its INBOX label once the email is read and processed.

      Suggested Solution

      Have the behavior consistent between JIRA Mail handler and Service Desk Mail request by applying the same change on Service Desk too.

      Why this is important

      This allows users to identify emails that are sent to the Inbox and easily determine if its read and processed or not.

      Workaround

      Have a filter configured in GMAIL to update label after the email is being read.

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            [JSDSERVER-5091] Service Desk to remove INBOX label once email is read

            Charlie Marriott added a comment -
            Atlassian Update – 5 March 2021

            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,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 5 March 2021 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, Charlie Jira Service Management, Server & Data Center

            Simon Peters (L) added a comment -

            The work-around does not help in the instance of seeing which emails were read by JIRA but rejected (i.e. not added as a comment or a new ticket).  

            We have found the need to review the email account periodically as occasionally the "rejected" emails contain important and relevant information that need to be added to a ticket.  With the default JIRA handler this is quite easy as it generally removes the inbox label if it accepts an email and leaves it if it rejects the email.  In both cases both handlers have to "read" an email before they can decide what to do with it so the work-around filter would result in the same difficulty identifying messages that have been read and rejected from the ones read and accepted.

            GMail includes both the free email service (gmail.com) and the paid for G-suite (aka google apps) service (with custom domain)

            Simon Peters (L) added a comment - The work-around does not help in the instance of seeing which emails were read by JIRA but rejected (i.e. not added as a comment or a new ticket).   We have found the need to review the email account periodically as occasionally the "rejected" emails contain important and relevant information that need to be added to a ticket.  With the default JIRA handler this is quite easy as it generally removes the inbox label if it accepts an email and leaves it if it rejects the email.  In both cases both handlers have to "read" an email before they can decide what to do with it so the work-around filter would result in the same difficulty identifying messages that have been read and rejected from the ones read and accepted. GMail includes both the free email service (gmail.com) and the paid for G-suite (aka google apps) service (with custom domain)

              Unassigned Unassigned
              znoorsazali Zul NS [Atlassian]
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                Created:
                Updated:
                Resolved: