"Default Cloud Mail Server" missing in Incoming mail configuration

[Roel Janken]

Dear community,

This is the issue...

Expected:

But this Default Cloud Mail Server is missing in our new subscription. Replying to tickets by email is not possible.

When trying to reply to a ticket by email I am getting a bounce email from Atlassian

Diagnostic information for administrators:

Generating server: inbound-smtp.us-east-1.amazonaws.com

jira@xxxx.atlassian.net
Remote Server returned '554 5.1.1 < #5.1.1 smtp; 550 5.1.1 Mailbox does not exist>'

Can somebody point me to documentation on how to solve this?
Or is this only possible with Jira Service Desk added to the subscription?

Thanks.

Roel.

[Aleksandr Menakhovsky]

+1

Having the same problem :-(

[Roel Janken]

Hi Aleksandr,

In the end contacting support did the trick.

Apparently it has to do with using a backup to restore or move accounts. 

We used a backup to split/duplicate cloud setups to separate concerns and after restoring we ran into this issue. Contacting support helped.
They fixed the configuration for us.

Best regards, 

Roel

[roel_verweij]

Hi Roel,

Did you ever find out how to fix this?

best,

Roel

[Roel Janken]

Hi Roel,

In the end contacting support did the trick.

Apparently it has to do with using a backup to restore or move accounts. 

We used a backup to split/duplicate cloud setups to separate concerns and after restoring we ran into this issue. Contacting support helped.
They fixed the configuration for us.

Best regards, 

Roel

[roel_verweij]

+1

I'm having the exact same issue on our cloud account ......