Unable to connect to gmail account to fetch email submitted requests

[Paul Neto]

I'm going through the process to connect to an email account for Jira service desk to retrieve requests submitted by email but the 2-step application specific password keeps failing. This shouldn't be this difficult.

I've double checked the credentials but it keeps saying invalid credentials.

[Brant Schroeder]

Have you followed the instructions here: https://confluence.atlassian.com/jirakb/unable-to-connect-to-the-mail-server-due-to-google-2-step-verification-675187910.html

[Paul Neto]

I did and it's still not accepting it. Not sure what else to try.I created an app password and it won't accept it. If I don't have 2-step Google blocks it. Not sure if there was something particular about Jira that caused this. Should be simple so it's frustrating.

[Brant Schroeder]

Are you cloud or server based?  Also is this the first time you have setup an email account on this instance?

[Paul Neto]

yes it is the first time. I'm trying to connect to a gmail hosted account.

[Brant Schroeder]

Are you using Service Desk cloud?

[Paul Neto]

correct. yes we are.

[Brant Schroeder]

You said that two steps was turned off?

[Paul Neto]

If it is turned off, Google disables it saying it's not secure enough and if it's on, it won't accept the app code. 

[Brant Schroeder]

If 2 factor is turned off it will not need an app password, just the account username and standard password.

[Paul Neto]

That's not correct. When it's off I end up getting this sent to me. So not it won't accept it at all so I have to try and use 2-factor with app specific password which it won't accept either.

[Brant Schroeder]

After setting up 2-factor did you follow these steps for the less secure app https://devanswers.co/allow-less-secure-apps-access-gmail-account/

[Paul Neto]

I'll give it a try but surprised we need to compromise security to get it to work.

Thanks for all your help and quick replies. Appreciate it.