Setting up emails channel in JIRA Service Desk

[Jeanne Howe]

We have outlook365. We have configured the email channel, but the following error is written to the logs:

2015-05-27 10:46:10,855 ERROR [] atlassian-scheduler-quartz1.clustered_Worker-1 ServiceRunner     MailJobRunner Failed
java.lang.NullPointerException
        at com.atlassian.jira.internal.mail.processor.feature.audit.mailrun.MailRunAuditManager.doesLastAuditRemainTheSame(MailRunAuditManager.java:100)
        at com.atlassian.jira.internal.mail.processor.feature.audit.mailrun.MailRunAuditManager.saveMailRunAudit(MailRunAuditManager.java:41)
        at com.atlassian.jira.internal.mail.processor.feature.puller.MailPullerWorker.pullEmailForConnection(MailPullerWorker.java:153)
        at com.atlassian.jira.internal.mail.processor.feature.puller.MailPullerWorker.execute(MailPullerWorker.java:69)
        at com.atlassian.jira.internal.mail.processor.feature.puller.MailPullerService.run(MailPullerService.java:30)
        at com.atlassian.jira.internal.mail.processor.services.MailPullerExecutor.run(MailPullerExecutor.java:34)
        at com.atlassian.jira.internal.mail.processor.services.AbstractMailExecutor.execute(AbstractMailExecutor.java:48)
        at com.atlassian.jira.internal.mail.processor.services.MailJobRunner.runJob(MailJobRunner.java:38)
        at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:135)
        at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:101)
        at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:80)
        at com.atlassian.scheduler.quartz1.Quartz1Job.execute(Quartz1Job.java:32)
        at org.quartz.core.JobRunShell.run(JobRunShell.java:223)

The mailbox is set up as a secure IMAP box. Does JIRA Servie Desk and Outlook365 not play well with each other?

[Pedro Cora · Accepted solution]

What is the version of Service Desk that you have? There's a bug under https://jira.atlassian.com/browse/JSD-1794 that can be related. 

[Jeanne Howe]

We are JIRA v 6.3.15 and JIRA Service Desk v2.3.6. Thank you for the link to JSD-1794, it is, in fact, the issue we are hitting. I will look for an update/fix to come out shortly.