Email setup

[UMONS]

Hi,

We recently acquired Jira Service Management (Cloud) and I'm having trouble configuring the email functionality for my project. Indeed, it is impossible for me to define a resource mailbox (shared mailbox). I tested with a test user account and it works fine. Do you have to configure anything in particular for it to work or does Jira have limitations?

Thank you in advance for your answers

[Rilwan Ahmed]

Hi @UMONS ,

Welcome to the community !!

1. To setup a custom email for your JSM project, You must be a Jira site admin to add a custom email account
2. Depending on how your organization is configured, you may require consent from your Microsoft or Google admin.

To add a custom email account:

1. From your service project, select Project settings > Email requests.

2. Choose your email service provider and follow the prompts to link your account.

Detailed explanation is in https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/   

[UMONS]

Hello, thank you for your answer but I think you did not read my message correctly. I manage to use the email address of a user account but not of a shared mailbox (Resource box).

[Rilwan Ahmed]

Hi @UMONS 

Anything can be added, but the condition is 

1. Jira will read email from Inbox folder from the mentioned email address 

2. It should have the required access (provide username and password)

3. Tickets will be created only for unread emails. 

Some more details in https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/ 

Note: 
Email messages longer than 32767 characters will be truncated when displayed as a request or as a comment in a request.

Emails with a total size of more than 25MB (including attachments) are not fetched, and will remain unread in the mailbox or bounce back to the sender depending on whether they were sent to a custom or Atlassian-provided email channel.

[UMONS]

Hello, please note that currently I positively fulfill all the requirements you mentioned. As indicated in my first message, the functionality works correctly with a test user account (login + pwd) BUT not with a shared mailbox that I connect with the proper settings. And of course I want it to work with this shared mailbox.

Thanks in advance for your help.