Added an email created in ionos.co.uk but Jira project is not receiving emails sent

[Jonell Dela Cruz]

Hi,

I have added an email address I have created in ionos.co.uk to Jira through Channels and service Email menu. I have added the email account and even logged in via Office 365 and allowed Jira access to the email address. But Jira is not retrieving the emails I sent on the other hand I can send and receive the emails using MS Outlook. Any ideas?

Any help will be appreciated

Thanks

[Jonell Dela Cruz]

Hi Marc, 

Thank you for your reply, and yes! I did follow the steps. Do you have any suggestions on how to resolve?

Regards

[Marc - Devoteam]

Hi @Jonell Dela Cruz 

Welcome to the community.

I suspect you are talking about the email settings in the project setting on the JSM project.

Have you followed there steps and also the steps in the link to consent MS .

https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/#Add-an-external-email-address-for-receiving-requests 

And have you changed the email request type in the project to use the new account.

[Marc - Devoteam]

hi @Jonell Dela Cruz 

Can you show the config?

[Jonell Dela Cruz]

Thank you for reply, here you go. 

[Marc - Devoteam]

Hi @Jonell Dela Cruz 

Is this request type only having the fields summary and description?

This is a hard requirement.

[Jonell Dela Cruz]

Yes, that is the only fields we need for now. Is there a relation between the number of fields and the emails not being fetched? 

Thanks

[Marc - Devoteam]

Hi @Jonell Dela Cruz 

No.

I have just tested this on my free tier, with a gmail account and the setup works as outlined in the documentation.

What do the log tell you.

Select the view logs option and also check both log options.

[Jonell Dela Cruz]

It is getting emails when I add a different microsoft email address and only not receiving emails created from ionos.co.uk. 

[Marc - Devoteam]

Hi @Jonell Dela Cruz 

So there is something not correctly set on the side of the mail.

You should go over the settings on this mail address, as other mail addresses do work.