in Project settings>email requests; I am trying to set up a custom email (with a shared mailbox)

[Shelby Matsuoka]

I have a different interface than the one in this issue: https://jira.atlassian.com/browse/JSDSERVER-1596

It is missing the separate username field where I would be able to put in:

user email\shared inbox email

what should I do.

[Andy Heinzer]

Hi Shelby,

I understand that you are trying to use a shared mailbox in conjunction with Jira.  The bug ticket you referenced was specific to using a Service Desk mailhandler, but was ultimately closed as a duplicate of JRASERVER-30688.   That Jira Server suggestion was also closed, but it indicates that there is a work-around here you can follow for this.

Please see the KB in A3 BAD User is authenticated but not connected error message when using JIRA with Office365.   That KB indicates that instead of using an IMAP connection you can try to use a POP connection that should work:

Resolution

Use POP3 instead:

Protocol: SECURE_POP
Host: outlook.office365.com
Port: 995
Username: licenseduser@mydomain.com\sharedmailboxalias
Password: (licensed user password)

I hope this helps.

Andy