Unable to configure JSM email with Microsoft 365 shared mailbox (OAuth / buttons not working)

[Jerrel]

Hi community,

I’m trying to configure an incoming email channel in Jira Service Management (Cloud) using a Microsoft 365 shared mailbox, but I’m running into issues with the email setup flow.

Situation:

• Jira Service Management Cloud

• Free plan

• Microsoft 365 tenant

• Goal: authenticate via OAuth with my personal Microsoft account, then select/add a shared mailbox as the support email

Problems encountered:

1. In JSM → Space settings → Email, the button “Continue with other” does not respond at all.

2. When using “Continue with Microsoft”, authentication succeeds, but:

   • I am only able to select my own personal mailbox

   • There is no option to choose a shared mailbox

3. We currently added the shared mailbox by overriding a Microsoft 365 policy, but this is not a permanent or desired solution.

4. What I want instead is:

   • Proper OAuth authentication

   • Using my personal account to authorize 

   • Then selecting the shared mailbox normally, without policy overrides

   • Or authorize with the "Continue with other" button

What I’ve checked/tried:

• Verified correct site URL

• Confirmed shared mailbox exists and is active

• Confirmed I have access to the shared mailbox in Microsoft 365

• Issue persists regardless of browser

Question:

• Is it expected behavior that shared mailboxes cannot be selected during OAuth?

• Are there specific Microsoft 365 permissions, roles, or admin consent settings required to make shared mailboxes selectable?

• Or is this a known UI / OAuth issue where buttons fail to respond?

Any guidance, documentation, or confirmation of limitations would be greatly appreciated.

Thanks in advance!

Jerrel

[Marc -Devoteam- · Accepted solution]

Hi @Jerrel 

You can't add mailboxes, shared with your account.

You need to add the mailbox and authorise with the credentials from the account of the mailbox.

[Jerrel]

Shared Mailboxes don't have credentials, so how would you approach this?

[Marc -Devoteam-]

Hi @Jerrel 

If you can access a shard mailbox, this in fact is a mailbox with an account attached in MS Azure ENtra.

This MS365 shared mailbox has an account and mail address in Entra, you need the credentials of the user this mailbox os from.

You can't connect to a shared mailbox in JSM with your credentials based on the fact you have access to this mailbox.

Reach out to you MS admin to get the credentials.

[Jerrel]

We have currently added the shared mailbox by overriding a Microsoft 365 policy, but this is neither a permanent nor a preferred solution. Is converting this shared mailbox into a regular mailbox and assigning it an Exchange Online license the only viable alternative?

[Marc -Devoteam-]

Hi @Jerrel 

I dug a bit deeper.

It seems I was mistaken, shared mailboxes can be used, but.

Steps to Configure JSM with a Shared Mailbox:

• Create a Shared Mailbox
• Ensure a shared mailbox is created in your Microsoft 365 environment.
• Grant Permissions
• Grant users the necessary permissions (Full Access and Send As) to the shared mailbox.
• Configure JSM Mail Handler
• Navigate to Project Settings > Email Requests.
• Configure the JSM Mail Handler with the shared mailbox details

Hope this helps

[Jerrel]

Thanks!

[Marc -Devoteam-]

Hi @Jerrel 

Please accept this as an answer if this helped solving your raised quesiton.

KR,

Marc