Emails not be added as comments from reporters on certain servicedesk projects

Question

We are having issues where emails from reporters are not being added as comments. The emails are just sitting in the mailbox unread. The projects are setup such

* issues can be created via email. this part is working
* the email requests address is different from the outbound emails (this is what reporters respond to)
* the projects creates customer accounts for anyone who submits a request via email

This is causing issues with responding to requests.

Thank you

Mercy Shitemi · Answer

Hello Jack,

Is there a way to pull emails and add them as comments to tickets without using mail handlers? or must i use mail handlers?

Mercy Shitemi · Answer

Hello Jack. I converted the account to a user mailbox and tested the connection and i am getting this error

AuthenticationFailedException: 535 5.7.3 Authentication unsuccessful [xxxx.xxxx.prod.outlook.com]

I confirmed that i am able to log into that mailbox with the credentials added to the outgoing mailbox setup in Jira.

If i remove the tls check box then the test connection works perfectly. if i enable it i get the error above. So,

* how can i identify what version of tls jira is using for the smtp connection
* how can i update it?

Thanks

Jack Brickey · Answer

bingo. just say no to "shared emails". they will not work or rather they will give you problems. there are a number of posts in the Community on this if you care to search/read.