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.
