Getting issues via email stopped working after email account password update.

[Sebastian Mantilla]

We had a fully working Jira Service Desk installation (JIRA Service Desk Application v3.6.1)

for years and on Friday we changed the password of the associated email account ithelp@...

Once the change was done on the Exchange server we updated the password on system-Outgoing Mail and system-Incoming Mail. The test in both cases says its working.

If we check Mail audit log for ithelp@... then we see.

If we do a test there then:

And the "view log" shows:

What have we tried?

We went through https://confluence.atlassian.com/jirakb/troubleshooting-jira-service-desk-incoming-mail-790960076.html?_ga=2.74568658.1933816762.1551665594-977289960.1550604024 without success.

Restarting Tomcat.

Rebooting the server.

Deleting and recreating the configuration for IMAP.

Configuring the IMAP settings using IP instead of name.

If you know what could be the problem or if you know what we are missing your help is greatly appreciated.

Thanks in advance,

[Sebastian Mantilla · Accepted solution]

1. Log into JiraD with elevated rights. (administrative rights)
2. Select projects -> IThelp
3. Select email requests.
4. Under custom email addresses click the edit.
5. Change the password to the new password set for IThelp. Click next
6. Select the email request type as Email Request

[Ravi Varma]

Hi @Sebastian Mantilla ,

• Can you confirm, if you have provided the latest password by clicking on checkbox adjacent to Change Password.
• After entering the password, click on Update button. 
• This will ensure that the latest password is used while retrieving mails from your mail server. 

Thanks and Regards,

Ravi Varma

[Sebastian Mantilla]

Yes, I used that procedure to update the password.

And then I used the "Test connection" button to test and I get back a "The connection was successful." message.

Thanks for your help.

[Ravi Varma]

Hi @Sebastian Mantilla ,

If it helped you, then can you please accept my answer. It keeps us motivated.

Thanks and Regards,

Ravi Varma

[Sebastian Mantilla]

Hi @Ravi Varma 

It did not solve the issue we have, but I appreciate your help.

Cheers,

[Ravi Varma]

Hi @Sebastian Mantilla ,

• As part of debugging, I would recommend if you can try out another incoming mail POP/IMAP server to make sure that JIRA is able to fetch emails.
• If you are fine sharing the screenshot of the screen before you click Update button, you may want to mask sensitive data. 

Regards,

Ravi Varma