Can the external email for an email channel be a Microsoft Business Basic account? (Web only)

[Michael Canaday]

We have already determined that our Service Management email channel must be an actual user account instead of a shared mailbox, but would a Microsoft Business Basic account work? The primary difference is that it is a web-only account, but that shouldn't matter to Jira, correct?

[Anusha A]

Hi Michael,

Thanks for your question on community. 

Your understanding is correct. A Microsoft 365 Business Basic account can be utilized as the external email for an email channel in Jira Service Management. On a site note, we use this consent flow after user click on "Microsoft option" when adding external email.
The problem with shared mailboxes is that, usually, the sign-in for such mailboxes are blocked and there is no "user/password" which we could use to login via SSO and grant access.  

There are two Feature request to enable sync of specific folder from shared mailboxes:

• JRACLOUD-82096 for Jira Core mail handler
• JSDCLOUD-13197 for JSM mail handlers.

Hope this information is helpful. 

Regards,
Anusha A