Getting SocketTimeOutException: Read time out on configuring incoming mail handler for Service Desk

[Mohamed Kassim]

[Earl McCutcheon]

Hello @Mohamed Kassim ,

Thanks for reaching out and from the screenshot I can see that your setting up the Incoming mail handler as covered in the documentation in "Creating issues and comments from email" however Service desk uses a different built in mail handler to the projects, and when using Service Desk the Incoming mail is handled in a different location and this is mentioned int he Documentation above noting in the Inso block at the top of the page:

If you're looking for a help desk solution, it may be more practical to use Jira Service Desk rather than setting up Jira Core or Jira Software for this purpose.

Jira Service Desk uses a built-in processor to receive and process issue requests from emails. Issues created in Jira Service Desk don't require the sender to have a license to create, view, comment, add attachments, or transition issues. Read more about receiving email requests with Jira Service Desk's email channel.

Details on configuring the Service Desk mail handler can be seen in the noted "Receive requests from an email address"  articles.

Regards,
Earl

[Mohamed Kassim]

Hello @Earl McCutcheon 

Thanks for your response.

I even tried configuring email through Service desk project setting by using ' Connect a custom email account' option. But unfortunately still it is unsuccessful.

[Earl McCutcheon]

Hi @Mohamed Kassim ,

Thanks for the screenshot, and looking at this, is the mail server publicly accessible? i.e. are the ports open, and is the mail server set up to accept connections from an external application?

Jira will not be able to connect unless it can make it past the firewall to the custom mail server, and most mail servers will, by default, block connections from applications and there will be a setting to allow this type of connection.

in gmail as an example the setting is described here: 

• https://support.google.com/accounts/answer/6010255?hl=en

But also check out the KB "How to troubleshoot issues with the email channel"  and following two similar threads that discuss this and some other things to check as well:

• https://community.atlassian.com/t5/Jira-Service-Desk-questions/Jira-Service-Desk-Cloud-Unable-to-setup-Email-Requests-with/qaq-p/1277739
• https://community.atlassian.com/t5/Jira-Service-Desk-questions/Unable-to-connect-to-Gmail-Google-Apps-for-custom-email-address/qaq-p/757449

Regards,
Earl