Email process for POP, IMAP, cloud, and other email types

Jira Service Management processes emails differently, depending on the email account (POP, IMAP, cloud address).

Google and Microsoft custom emails

Jira Service Management looks for messages in your inbox that:

• are unread, and;

• were received after your email account and service project were linked

If you’re using a Google or Microsoft custom email account, emails are marked as read (but are not deleted) after they are processed by Jira Service Management. If you want existing messages to be read by Jira Service Management, remove them from your inbox, establish the connection, and then move them back to your inbox and mark them as unread. Jira Service Management only reads emails from your inbox, and not from other folders.

If you change your Google or Microsoft account password, your connection to Jira Service Management will be lost, and you’ll need to reconnect. Learn how to connect your email account.

Emails using POP

Jira Service Management looks for messages in your inbox that:

• have the Deleted flag set to false; and

• were received after your email account and service project were linked

To link your email account with a service project using POP, make sure that your email inbox is empty by moving the existing messages to another folder, archiving them, or deleting them. Starting with an empty inbox ensures that you do not lose emails unintentionally, as POP emails are deleted after they are processed by Jira Service Management.

Emails using IMAP

Jira Service Management looks for messages in your inbox that:

• have the Deleted and Seen flags set to false; and

• were received after your email account and service project were linked

If you use IMAP, emails are marked as read (not deleted) after they are processed by Jira Service Management. If you want existing messages to be pulled in by Jira Service Management, you can move them back to your inbox and mark them as unread after the connection has been established.

Emails using the default cloud address

If you use the email account provided by Jira Service Management, email messages are deleted once processed. You can modify this default email address at any time; however, messages sent to previous addresses will not be processed. This email account is tied to your service project and not accessible in other ways, so you don't need to log in anywhere to check messages.