Email configuration - Emails not being imported

[Sven Antonissen]

Hi there,

We are having issues with the email configuration. Mails in this inbox are not being loaded into the queue.

Our mailbox is a shared mailbox in Office 365, configuration has passed ok, but yet the mail are not being imported in the queue.

Is there anything else we can check?

[Dario B]

Hi @Sven Antonissen ,

In case of issues/unexpected behaviors, it is usually a good idea to go check the logs (JSD mail logs as well as Jira logs) to see if anything related can be found in there.

Also, if you are trying to connect to a shared Office 365 mailbox using IMAP, then this might be a known issue and a possible workaround is to use Secure POP instead: 

• [JSDSERVER-1596] Unable to use a shared mailbox 
• [JRASERVER-30688] IMAP login to a shared mailbox
• A3 BAD User is authenticated but not connected error message when using JIRA with Office365

For further details and/or different workarounds, you may also want to review the below community threads:

• O365 Shared Mailbox - Automatically create a JIRA Ticket
• How do I set up an Office 365 email account for Jira Service Desk
• Generate JIRA Service Desk ticket from Exchange/Office365 "Shared Mailbox"

Please review the above links and if none of them helps provide as many details as possible about the issue you are facing (including what is found in the logs. Always remember to remove the sensitive data when pasting Jira/JSD logs).

Cheers,
Dario