Help needed on Email requests, "Connect a custom email account".

[Lavanya]

Our company mail is under gmail, but with company's domain name ( xxx@company-name.com), so now under Email requests, "Connect a custom email account", if I plugin my company's mail id under gmail, it is not working. When I chose, "Other", it asks for Mail server, Protocol and Port.. Can I get help with these inputs..?? 

[Daniel Ebers · Accepted solution]

Hi @Lavanya

assuming this is the documentation you followed:

• Add a custom email account
  https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/

it reads Gmail/Google can be used but it looks there are several extra steps needed, you are right.

If you’re using Gmail, you'll need to set up 2-Step Verification and an App Password with your Google account. Then enter your App Password in the Password field.

Just to make sure we are seeing the same - is it the documentation you followed or was it this one?

• Create issues and comments from email
  https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

For usage in Service Management projects the first one mentioned would be recommended.

Regards,
Daniel

[Lavanya · Accepted solution]

Ok, I found the problem.. The question I posted above has nothing to do with "gmail" or "others". The problem is that gmail does not allow Jira to access its mail server. 

I post this answer here just for people who face the same problem.