How do I move a shared mailbox (inbound mail) from a Jira Project to a Dynamics 365 CRM queue?

[Samantha Wigglesworth]

Hi there, I am new to Jira mailboxes and require advice on how to move a shared mailbox in O365 that now needs moving over to Microsoft Dynamics 365 as a part of a customer service queue (for it to be managed there and not in the current Jira project).  We have an established email address called e.g. servicecommunications@company.com that users can use to raise tickets/issues for a specific Jira Project called 'Service Communications'. 

The shared mailbox has been tested & enabled in Dynamics 365 successfully, server side synchronisation is in place but due to the mailbox being linked to a user profile in Jira it isn't sending inbound emails to CRM.

My question is, do I now have to 'de-activate' the user licence associated with this shared mailbox in Jira so we can start receiving inbound emails through the queue in Dynamics 365?

Any advice on this topic would be appreciated.

[Gonchik Tsymzhitov · Accepted solution]

As I understand the correct way is disable the incoming mail box

https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html

Than functionality will stop it

[Samantha Wigglesworth]

Thank you for your quick response @Gonchik Tsymzhitov . Does this mean that if the O365 email is then added to another queue (in Dynamics CRM for example)  it will start to receive inbound mail? Does the disabling of an incoming mailbox ensure another shared mailbox/queue platform will function as should?