customize email channels in cloud

[Dev Poudel]

hi, 

I want to change the  email channel of service desk in Atlassian cloud.

I have a server instance, where the email is connected successfully and pulling emails from the mail server.

But when I try to set the same email which is working in server instance , this do not get connected in the cloud version.

Isn't cloud supporting customs emails or not?

[Soane]

Hi there,

If I understood correctly you're trying to use the same custom email (e.g. support@yourcompany.com) you use in your Jira server, to receive the email requests in your Jira Cloud instance, is it right?

If this the case, you should be able to use your custom email to achieve it. Do you see any error message when you try to set it up? Also, which are the steps you're taking to configure it?

Thanks.

Cheers,
Soane

[Dev Poudel]

hi Soane,

Thanks for your response.

The error I got is:

JIRA couldn't connect to server(name of mail server).

The same name server works in my server instance(both mail server and jira server are within company network).

I do not know if this mail server is accessible outside the company network.

[Soane]

Hello,

As per the error message, we would recommend you to whitelist our IPs on your server so Jira Cloud can scan your inbox.

Here you can see our IP addresses: Atlassian Cloud IP ranges and domains

In addition to my previous message, I must say that you must configure your mail handlers to read the messages of a different folder of your email to avoid any problems since your going to use the same email address. Another possibility is to configure a Catch email address.

Hope this helps.

Cheers,
Soane K.