How to configure Jira Service Management to process old emails
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Purpose
Jira Service Management (JSM) will only create a new tickets for email sent after the incoming mail handler is configured. Use cases may need unread email sent before the incoming mail is configured to be processed, however the email by default will be ignored and issues will not be created.
Note about this article
This article only applies to the JSM Mail Handler functionality, which is configured in JSM projects at the project administration level, via the page Project Settings > Email Requests.
This article does not apply to the Jira Mail Handler functionality which is configured in ⚙ > System > Incoming Mail.
Environment
Jira Service Management (JSM) Data Center on any version from 4.0.0.
Solution
To workaround this behavior, it's possible to specify the date and time for Jira Service Management to start pulling e-mails using direct database manipulation.
Always back up your data before performing any modifications to the database. If possible, test any alter, insert, update, or delete SQL commands on a staging server first.
Run following SQL query:
SELECT * FROM AO_2C4E5C_MAILCONNECTION;- Take note from the result for the email address related to the Jira Service Management mailbox you want to modify.
- Get the starting date you would like to create issue from the mail inbox. The database uses epoch time, so you may need to convert the date. Go to http://www.epochconverter.com for the converter. Get the Timestamp in milliseconds result.
Update the PULL_FROM_DATE value by running the SQL query below, after you changed the date and email address values:
UPDATE AO_2C4E5C_MAILCONNECTION SET PULL_FROM_DATE = [NEW_EPOCH_VALUE] WHERE EMAIL_ADDRESS = 'EMAIL_ADDRESS_FROM_CHANNEL';