Managing the email channel

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Now that you can receive requests by email, you can control when JIRA connects to your mail server and filters relevant emails into your service desk projects. You can also view logging information directly in JIRA to check on the status of your mail server connection. 

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Managing global mail settings

There are two global mail settings - email puller and email processor - that are used only by JIRA Service Desk and do not impact any email settings you have set up for JIRA. You can access these settings by going to  > System > Global mail settings.

  • The email puller connects to your mail servers every minute and pulls the email data into the database. Emails with attachments larger than 25MB will not be pulled. 
  • The email processor filters the emails (e.g. to remove auto-replies and spam) using information stored in the database.

Managing linked email accounts for multiple service desk projects

JIRA administrators can get an overview of JIRA Service Desk projects with email requests enabled and the email accounts linked with them. 

  1. Choose > Add-ons. Scroll down to the JIRA Service Desk section and choose Email settings.

    (tick) Keyboard shortcut'g' + 'g' + start typing 'email settings'

     

From the Email settings page, you can also check the connection email processing statuses of each linked email account. Note that logging information older than 6 months is deleted daily.  

  1. Choose > Add-ons. Scroll down to the JIRA Service Desk section and choose Email settings.

    (tick) Keyboard shortcut'g' + 'g' + start typing 'email settings'

  2. Under Actions, click View log.
     
  3. Click the Connectivity log or Processing log tab to view the corresponding log details.
Last modified on Jun 10, 2015

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