Unable to connect mail box.Receiving Failed to retrive Oath token

[ARajagopal2]

Sending mail to dl are not creating tickets in queue.automation failing.Throwing error as cant connect mail server and Receiving Failed to retrive Oath token error

[Sami Shaik]

Hello @ARajagopal2 , the word that explains both of your errors at once is distribution list. A distribution list is a routing rule, not a mailbox: mail sent to it is delivered into its members' mailboxes and nothing is stored at the list address itself. An OAuth-connected email channel has to sign in as a mailbox and poll it, so when the channel is pointed at a list there is nothing to authenticate against ("cannot connect to mail server") and no token to issue ("failed to retrieve OAuth token"). Re-authorising will keep failing for the same reason.

What the channel needs, per Atlassian's current guidance for Microsoft 365: a real, licensed mailbox, connected by signing in as that account, with the connecting user holding Full Access, a valid mailbox licence, and no device-bound token policy interfering. KB: https://support.atlassian.com/jira/kb/email-requests-failing-due-to-rate-limiting-and-access-token-retrieval/. And a second boundary that catches many teams: shared mailboxes are not fully supported over OAuth 2.0 either, because of the account-impersonation limitation, so Atlassian recommends a dedicated account for the channel: https://support.atlassian.com/jira/kb/integrating-oauth-20-for-microsoft-accounts-on-jira/

The working shape:

1. Create a dedicated, licensed mailbox for the channel (for example a support@ user account, not a shared mailbox, not a list).
2. Connect it in the space's email settings with Continue with Microsoft, signing in as that mailbox's own account, not as a delegate.
3. Keep the distribution list address if your users know it: add the new mailbox as a member of the list, or set the list to forward to it. Requests keep arriving at the address people already use, and the channel polls a real inbox.

@Tomislav Tobijas  question about Jira versus JSM still matters for the exact menu path, but the mechanism above is the same on both.

[Tomislav Tobijas]

Hi @ARajagopal2 ,

Can you maybe share some additional details (potentially examples or screenshots) of how you actually want to integrate Jira with your mailbox? Also, are we talking about Jira or JSM, and which environment are we looking at (on-prem or cloud)? 👀

Generally, you can try to re-authorize the mail server (as stated in the previous answer) and/or it might depend on whether we're looking at a distribution list (DL) rather than a direct mailbox.

Also, if you're on an enterprise plan in the cloud, I'd maybe suggest reaching out to your Atlassian or IT department, who can probably help you out with this 🤔

Cheers,
Tobi