Unable to add Microsoft custom mail handler due to IP allowlist

André Sinatora

Problem

When trying to add a Jira Service Management custom mail handler under Project Settings > Email Requests > Microsoft icon, the screen opens and closes instantly, like the example below:

Cause

When using the IP allowlist feature, there are some IPs related to the AWS infrastructure that are currently not allowed to communicate with Atlassian applications.

Solution

1. Check if you’re using the IP allowlist feature

2. If so, please contact Atlassian support to provide the IPs that need to be added to the IP allowlist

3. Follow-up on the public bug: JSDCLOUD-11346