Reauthorize your connected Google email accounts in Jira Service Management

[#1]

Update: Based on the latest communication we received from Google, customers using Jira Service Management need not take any action until September 30, 2024. We are currently investigating the policy changes and developing a solution. We’ll provide updates on the next steps as soon as we have more information.

Hello Community,

Due to changes in Google’s refresh token policy effective from June 3, 2024, any service project that uses a Google OAuth email account to receive requests will require reauthorization every six months.

If you’ve added your Google OAuth email account before June 3, then you must reauthorize by July 17. Any Google OAuth accounts added after June 3 will require reauthorization after six months.

To reauthorize your Google account:

1. From your service project, go to Project Settings, and select Email requests.

2. Remove the Google email account.

3. Select Add external email to connect again.

Note: You’ll need to reauthorize access every six months.

If the site admin doesn’t take any action before the access expires, you will stop receiving new requests in your service project. Replies to email notifications will also not be added for existing requests.

If you’re unsure if the access has expired or not, you can verify the connection status:

1. From your service project, go to Project Settings, and select Email requests.

2. Select View logs under Incoming email logs for your connected Google account.

3. Confirm that the Connection status is mentioned as Success.

If you have any questions or concerns, add a comment to this community post, or contact support.

[Kris Melis]

Google mentions the following:
You must write your code to anticipate the possibility that a granted refresh token might no longer work. A refresh token might stop working for one of these reasons:

So is Atlassian going to rewrite the application links to automatically get a new refresh token after 6 months?

Also, you tagged this for cloud, but I suppose this would be the same for Datacenter?

[Brian Mertens]

@Yukti Tuli , do you have any updates on the need to reauthorize Google accounts in JSM projects?  We have been using Google accounts in JSM projects since before this article was updated on 7/18/2024 and so far we have not reauthorized the accounts but they are still functioning just fine - tickets are being created.  That means we have not reauthorized for nearly a year, which is well past the 6 months indicated in this article.  I'm wondering if it is still necessary or not since it seems to be working.  Since Google accounts are used in many JSM projects by several clients then I'd rather not ask them to reauthorize if it is not necessary.  Thanks!