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Setting up mailhandler with OUAth mailbox triggers error

Emile Renaud

Hi,

We're attempting to set up a new mailhandler with an MS Office 365 / OUAth mailbox. Unfortunately when running a test, the following error appears:
"A3 BAD users is authentic but not connected".

When adding the email using Oauth authentication, the Authentication is successful but nothing happens. As far as I understand it there are two ways of adding an account:

Through the SD project - Email requests
Through the right upper cog -> System Settings -> Email

Neither option achieves the desired result. Please advise how to best proceed.

Thanks!

Accepted answers

Angélica Luz

Hello Emile,

Thank you for reaching out to Atlassian Community!

When adding a custom mailbox to receive requests on a Service Management project, the best option is to add it directly to the project.

The mail handlers on Cog icon > System > Incoming email works best for Jira Software and Business projects.

Can you please share with us the error you are facing when adding the custom email on Project settings > Email requests?

Does this account use multi-factor authentication? If so, it’s necessary to set up an app password.

It’s also important that no one has access to the mailbox. If possible, change its password before trying to connect it to Jira.

Kind regards,
Angélica

All comments

Angélica Luz

Hello Emile,

Thank you for reaching out to Atlassian Community!

When adding a custom mailbox to receive requests on a Service Management project, the best option is to add it directly to the project.

The mail handlers on Cog icon > System > Incoming email works best for Jira Software and Business projects.

Can you please share with us the error you are facing when adding the custom email on Project settings > Email requests?

Does this account use multi-factor authentication? If so, it’s necessary to set up an app password.

It’s also important that no one has access to the mailbox. If possible, change its password before trying to connect it to Jira.

Kind regards,
Angélica

Emile Renaud

Hi Angélica,

Thanks for your input. I'm going to review this with my team and revert back to you once I have an update.

Kind regards,

Emile Renaud

Hi Angélica,

{quote}When adding a custom mailbox to receive requests on a Service Management project, the best option is to add it directly to the project. (...)

Can you please share with us the error you are facing when adding the custom email on Project settings > Email requests?{quote}

It's not so much an error, it's just that nothing happens.

Step 1: Project settings → Email requests → Connect a custom email account → Microsoft

Step 2: Select an Account which the user is signed in to (in Dutch: "Een account kiezen", "Aangemeld")

Step 3: User is returned to the previous screen, which does not update. Also not when refreshed.

{quote}Does this account use multi-factor authentication? If so, it’s necessary to set up an app password. {quote}

No multi-factor authentication is set up for the account.

{quote}It’s also important that no one has access to the mailbox. If possible, change its password before trying to connect it to Jira. {quote}

I'll double check that this is not the issue but if you have any other ideas, please let me know.

Thanks!

edited to add: when you say: "It’s also important that no one has access to the mailbox", do you mean that no one should have potential access or that no one is logged in at the time of the set up?

Angélica Luz

Hi Emile,

Thank you for testing.

What I meant by “no one has access to the inbox” it’s just to prevent that someone reads the emails on the inbox, because if someone reads before Jira, tickets won’t be created.

Can you please try adding the custom account using incognito mode?

Please, open an incognito tab, login to Atlassian.

After that, access your Jira site normally and go to Project settings > Email requests and click on Microsoft.

Since you are logged out from MS, it will show the page for you to select the account. If it shows the option for you to select a new account, then click on this option and add the email address and password.

If it doesn’t connect, can you try using the option “Other” instead of Microsoft?

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