The Jira Service Desk is not generating tickets anymore since last Friday 25/05/2018.
The server is located in a DMZ will all the needed open ports in order to communicate with microsoft, inside and outside the company. The mailbox used for the service desk in located on office 365. It has been well configured inside Jira, in the "incoming email" area via the protocol secure_IMAP, the test connection here is successful. All ports are open in our checkpoint so the communication of the server goes fine. Nevertheless it seems that there is one "Authenticate failed" message if we go to -> applications-> email requests-> and one test on the Email addresses.
We can assure that the access to the mailbox is working fine if we access it via OWA or if we configure this mailbox in outlook by using the IMAP protocol, the same as configured inside Jira.
This the full error message we get: "Unfortunately JIRA couldn't connect to the mail server. Here is the mail server said: AUTHENTICATE Failed"
Could you please give us some support ? At this moment we don't understand why jira is not generating more tickets anymore. In the logs of the server itself nothing is showing. Maybe something linked to the data base ?
Thanks in advance for your help.
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