Archived messages creating requests in Jira Service Management

Summary

Learn how to stop archived email messages from creating requests in Jira Service Management (JSM).

Solution

When JSM checks your email accounts for new messages, it polls the inbox folder. Gmail uses labels to classify messages into categories and only has the following folders:

• Inbox

• Sent Mail

• Bin (or Trash)

This means that the archived messages are treated like they're in the inbox folder. With POP3, JSM isn't able to identify archived messages by labels and therefore still brings them in as requests.

Stop archived messages from creating requests in JSM

Use IMAP instead, or reconnect with OAuth by clicking on the Microsoft logo.