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Mail to Tickets are not working

Janakiraman S

Hi Team,

In a critical situation. Working with JIRA Service Management 4.15.0 DC and JIRA 8.15.0 DC. One of our shared mailboxes was migrated to Exchange Online recently and since then the Incoming mails are not being read by JIRA. We were using Basic authentication. Not sure if JIRA 8.15.0 DC supports OAuth 2.0 authentication now that the mailbox lies in Exchange Online. If not, how to get it resolved?

Thanks in advance for your suggestions,

Janaki.

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Dirk Ronsmans

@Janakiraman S ,

Does the mail handler show any errors?

Do you see any authentication or connection errors/messages in the logs?

Janakiraman S

@Dirk Ronsmans I find authentication errors in the logs. I use outlook.office365.com as the mail host. Yesterday I was receiving Socket Timeout and got it resolved.

Now it is Authenticate Failed messages.

Dirk Ronsmans

And what exactly are they?

Depending on the errors it could be issues with

the type of authentication
setting on the mailbox not enabled
firewall ports not open
....

the more information you can share we easier we can try and find something.

Janakiraman S

@Dirk Ronsmans

Telnet from JIRA server to outlook.office365.com works. I presume Firewalls are open. As I am on 8.15.0, I am not sure if OAuth 2.0 could be the culprit.

Earlier (when the mailbox was onprem), I had a "Custom" service provider. Now if I switch to "Microsoft Exchange Online", I cannot specify the Host. I get the Authentication error using this config.

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