Unable to connect a custom email account

[Daniel Pylypiw]

The hand icon is present but nothing happens when I click any of the options highlighted in the image;

[Angélica Luz]

Hello Daniel,

Welcome to Atlassian Community!

This issue usually happens when we migrate from one instance to another. Not sure if that’s was your case, but to fix this we need to disable and enable the email requests.

Please, go to Project settings > Email requests > … > Disable all email requests > Turn off and then it will show “Turn on email support”, so click on this button to enable it again.

Disabling the email requests on a project won't affect other Jira Service Desk projects.

After that, try to add the custom email again.

Regards,
Angélica

[Daniel Pylypiw]

Hi Angélica,

Thank you for that unfortunately that hasn't resolve the issue unfortunately, I'm still encountering the same problem.

[Angélica Luz]

Thank you for testing, Daniel.

I searched for the errors and similar issues and I believe that you can’t add the custom email due to a bug:

• Project administrators can't include or edit a custom email account in the email requests.

Checking internally, I saw that you were not added to the Jira administrators’ group, so please, ask your site-admin to add you to the group or a Jira administrator to add the custom email address.

[Daniel Pylypiw]

Hi again,

I am an administrator though see the latest attachment.

Thanks

[Angélica Luz]

Hi Daniel,

I'm sorry if I was not clear on my previous response.

To add the custom email you must be added to the group "Administrators". A site-admin must go to Administration > Users and add the group to your profile.

You should be able to add the custom email if it wasn't for the bug, so now you must be a Project administrator and also be an Administrator of the instance.

[Daniel Pylypiw]

Hi again,

I do not understand what you mean, I am an admin and so are the other users. Are you saying there are additional groups called Administration and Users that I am not privy too?

Do you know who the Site Admin is, is it Mark Sullivan. He has Admin and isn't aware of the steps you have advised.

[Angélica Luz]

Yes, Mark is one of the site administrators.

There are groups in the Administration section that only site-admins have access to.

They must go to > Administration > Open your profile and add the group “Administrators”.

[Daniel Pylypiw]

Okay thank you I have requested this.

[Nik Shafiq Sirhan]

Hi Angelica, I'm going through the same issue now but I see that the bug:

• Project administrators can't include or edit a custom email account in the email requests.

is marked as closed. Is the bug still present and only the workaround is given as a solution? 

[Angélica Luz]

Hi @Nik Shafiq Sirhan,

Welcome to the Community!

In order to add a custom email to a Service project, you need the following:

• Have the Administer Jira's permission. This means that you need to be a Jira administrator (be part of groups like administrators and jira-administrators).
• Have a Jira Service Management license.
• Be a Project administrator on the project where you need to add the custom email.

If you are an administrator, but you don't have a Jira Service Management license, you won't be able to add the custom email address. 

Regards,
Angélica