Email relay error to Jira from Microsoft 365

[Cadpeople IT]

Hi to the community :)

We have just last week started to get relay errors from Microsoft 365 when our support mail forwards emails to Jira. It has worked since last year, but suddenly both clients and us internally are getting a relay error. The mail comes through and the ticket is created, so why the error? Mostly it's a bother for clients since they don't think the ticket has been created.

We migrated to Jira from Halp last year, and things have been working.

We have conferred with our Microsoft 365 provider and they've confirmed that they see everything normal at our end.

What can I do to mitigate this in Jira? Anything changed recently that I have to look at?

Thanks!

/ Michael

[Kai Becker · Accepted solution]

Hi @Cadpeople IT 

welcome to the community and thanks for your question.

I'm not a 100% sure if it is related, but there has been a recent change regarding some TLS ciphers: https://community.atlassian.com/t5/Jira-articles/Impact-of-updated-cipher-suites-on-Jira-and-Jira-Service/ba-p/2718998#M14758

Could be a coincidence, but the timing is conspicuous.

[Cadpeople IT]

I think it's something to do with our migration from Halp from last year. The forwarding email address from our support mail is not the same as what's listed as our Jira Cloud email. It's still ***@inbound.halp-mail.com. So I guess I should change it to our default Jira Cloud email account? ;)

EDIT: And that solved the issue. :)