Learn how to succeed in your role as a service desk agent.
How does Jira Service Desk process email requests?
Jira Service Desk Cloud uses a built-in processor to receive and process issue requests from emails. Issues created in Jira Service Desk Cloud don't require the sender to have a license to create, view, comment, add attachments, or transition issues.
Jira Service Desk Cloud processes emails in three stages. The email puller fetches emails from the service desk's associated inbox, then the email processor filters pulled emails to remove auto-replies and spam. Next, the database cleaner deletes old emails from the database. Learn more about configuring Jira to receive and process emails.
The puller fetches unread emails from the associated inbox every minute. It then copies them to the email database. Emails with attachments larger than 25MB are not fetched. Emails received before the accounts are connected to the system are not included.
The processor filters non-requests from the pulled emails. To do this, it filters emails based on the content of the auto-generated headers:
Auto-replies filter out emails if the auto-submitted headers contain the keywords auto-generated, auto-replied, or auto-notified.
Bulk mail filters out emails that the mail server marks as spam.
Delivery status notifications filter out emails if the multipart/report header contains report-type-delivery-status, or if the return-path header has a null email address.
Jira mail filters out Jira emails that your site sends by checking if they have X-JIRA-FingerPrint in the header.
By default, the database cleaner purges all emails in the database that are older than 45 days. You can change the purge to a range of intervals from 14 days to 180 days in the Global mail settings page.
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