Hi, how to add a different mail domain for email requests in ITJSM?

[Victor M Valencia Mejia]

I get this error

Unfortunately JIRA couldn't connect to the mail server. Here is what the mail server said: "SOCKS: Host unreachable"

Thanks.

[Himanshu Tiwary]

Hi Victor,

You can use different email domains for email requests in JSM, as long as that mailbox is reachable and supported by the email channel setup. Atlassian supports using a custom email address for receiving requests.

That said, the error “SOCKS: Host unreachable” usually points to a connectivity issue to the mail server, not a problem with the domain itself. In practice, that often means Jira/JSM cannot reach the mail host because of proxy, firewall, DNS, network routing, or a mail server accessibility issue.

So I would check:

the mail host/server name and port

whether the mailbox is using the right method (OAuth/IMAP if it is Microsoft or Google)

whether a proxy/firewall is blocking the connection

whether the connection works from the Test connection option in Email requests settings

So the domain can be different, but this specific error looks more like server reachability than a domain restriction issue.

A kudos is appreciated :)