Incidents update via email reply failure

[Ivo Rodrigues]

Hello all,

We are using single sign-on functionality with our company´s Azure app and the access works fine.

In Azure, we have irodrigues@***.com as email and our outlook email is ivo.rodrigues@***.com.

So the problem is that when anyone that is from our company and replies to an incident directly from outlook, JIRA is rejecting the email and the update fails as the email/user aren't registered.

Any opinions about how we can surpass this issue? Should we have duplicated users with different emails? Is possible to add 2 emails to one user?

In case we have to duplicate the users is there any other way to create the users manually without inviting everyone again?

Thank you in advance.

Ivo

[Angélica Luz]

Hi Ivo,

Thank you for the details provided.
Just to make sure that we are on the same page, the emails are being rejected on a Service Desk project, is that correct?
Can you please confirm if the error that appears on the logs is "Signup is not currently available"? If it's not, can you send us a screenshot of the error?
Also, are the users receiving the notification on a mail client that is configured with the Azure and Outlook email?
Do they create a ticket using Azure and replies using outlook?
Once we hear from you we will be able to better understand the use case in order to see what is causing the issue.

Regards,
Angélica