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email request settings from project cannot connect to mail server

F1 System

I was setting up jira service desk in our organization server and configured it all. The connection tests were all fine. Then I created a project and for that project, I configured the email request. After filling all fields and saving and authorizing, I was prompted with an error.

We could not connect to your mail server, Something has gone wrong with your request. If symptoms persist contact your System Administrator. Check out our troubleshooting docs for help resolving the issue.

However, the connection to the mail server and its desired port was all fine.

Kindly help us resolve this issue.

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mogavenasan

Hi @F1 System,

Welcome to the Atlassian community.

This depends on what is in the logs and what the specific error is when connecting to the mail server.

Some possibilities include a changed server name, an expired SSL certificate, a firewall change, it just cannot be stated without further information.

Thanks,
Moga

F1 System

Hello @mogavenasan

We have not changed server name, SSL certificate also hasn't expired and there is no change in firewall. I tried checking logs but there are not relevant log files where such incidents are recorded.

Is there any way to record logs.

Samantha_zan71p

Hello everyone, You can also try this;

Tip 1: Make sure your account credentials or Exchange server name are correct
Tip 2: Verify that Outlook is online
Tip 3: Make sure that your computer is connected to the network
Tip 4: Check your Microsoft Exchange server connection
Tip 5: Use SSL to connect Microsoft Exchange server
Tip 6: Configure a connection to a proxy server
Tip 7: Repair Outlook Account
Tip 8: Disabling Extensions
Tip 9: Rebuilding Outlook data file
Tip 10: Repairing/ Reinstalling Outlook
Tip 11: Repair a profile using Stellar Outlook Repair

F1 System

Hi @Samantha ,

I've tried logging in the outlook account and it works well. Its just that the email request in project is giving the error.

mogavenasan

It should be in the atlassian-jira.log or atlassian-jira-incoming-mail.log. If you are not seeing anything in those log files, then you can enable DEBUG logging for the incoming mail as per this doc:

Samantha_zan71p

great,

F1 System

In my case, there was no logs recorded in atlassian-jira.log. Also the log file atlassian-jira-incoming-mail.log was not there.

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