connect custom email account - authentication failure

Emmanuel Gruffy

in order to customize a unique email address that our customers will use to raise ticket directly with JIRA we have created a new email address on our company's domain (Gloat).

 

However when attempting to associate Jira's service-desk with this mail, we get 'authentication failure'

 

I have double and triple checked, the password is correct, and no 2 factor authentication is applied, just email + password.

 

Is there another possibility for this occurrence that I'm not aware of? 

 

thanks a lot for your time and effort on this!

Petter Gonçalves

Hello @Emmanuel Gruffy

Thank you for reaching out.

Per your description, you are trying to add a new Agent in your service desk portal to open new tickets, however, that "Agent" seems to don't be able to be added with the Service Desk application access. Is that correct? Or are you trying to add a Customer in your customer portal? If you are not sure about which role the user is being added, please check the documentation below:

- Jira Service Desk: Agents, Customers, and Roles 

If you are trying to add the Service Desk application access to the user so he can become an Agent, check the following:

1 - Try to perform the password reset again, but using a different browser

2 - Check if your current plan allows one more Service desk License to be applied

If the steps above are not what you are trying to do, can you please provide us with the exact steps together with screenshots displaying how you are trying to add the user e-mail to Jira Service desk so we can further investigate what might be causing the issue?

Let us know if you have any questions.