Email delivery issues

[Joe Roy]

We are getting constant "Could not retrieve access token for connection [7]" in the connectivity logs. Most emails seem to come through without an issue but there are enough instances of either users receiving cannot send request or replies from Jira that never make it to the recipient that it is becoming a severe issue with our Help Desk operations. Need some help determining the cause and a resolution.

[Samuel Gatica _ServiceRocket_]

Hi @Joe Roy 

This error message:

“Could not retrieve access token for connection”

usually means that the OAuth / app connection between Jira Service Management Cloud and the external system is no longer authorized.

To resolve this, you will have to have to reset or re-authorize the connection for the email to be available again.

Ideally, use a service account (not an individual user) so the token doesn’t break when people change roles or leave.

Hope this helps!