I cannot authenticate custom em ail account for new requests

[Randal Schmidt]

It is a gmail account.  I can log into it fine from a browser.  The Atlassian doc says just choose your provider and follow the screen.  I enter the account email and the password but Jira returns "authorization failed" every time.  I checked it again and I can log into the account with that password just fine in Gmail.

[Radu]

Hi @Randal Schmidt ,

I'm sure you've already checked https://support.atlassian.com/jira-service-desk-cloud/docs/add-an-email-account/ .

However for Gmail there is specific information linked on the page and available at https://support.google.com/mail/answer/185833 through https://confluence.atlassian.com/jirakb/how-to-troubleshoot-issues-with-the-email-channel-973489501.html .

In essence you will have to create an app password for your JSD instance in Gmail and then use that to log in. You won't be able to use your regular password for that.

Hope it helps.

Cheers,

Radu