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Unable to turn on "Email Support" for Jira Service Management

Tobias Kruse

Hello,

We are evaluating JSM as an alternative for our current ticket system. We've created a test project to play with and one of the first steps was to enable mail support.

When trying to enable the feature its giving us the following error message:

Error

Unable to create new mail channel due to connection duplication. Provided mail connection definition is currently used by another mail channel.

Did I miss some sort of requirement for this to work?

Accepted answers

All comments

Lisa Förstberg_ov9lib

This should work! Even on a free plan you should be able to test and get going with incoming emails. You might need to add a support request to Atlassian.

I would've first checked the https://YOURDOMAIN.atlassian.net/jira/settings/products/jira-service-management-email-requests

Here you should find a list of projects using incoming emails - are anyone of these incoming emailaddresses duplicated? I just imagine it will be hard for jira to route issues to the correct project if two projects have the same address.

Lisa

Rilwan Ahmed

@Tobias Kruse
Welcome to the community !!

As said by @Lisa Förstberg , One email can be mapped/integrated to only one project.

Tobias Kruse

Thank you both for your quick reply.

The URL I've created is brand new and has no other projects nor does it have any emails.
I tested with the URL you've provided but the "Email Requests" section is completely empty as you would expect since I just started playing with JSD.

Lisa Förstberg_ov9lib

super weird!

Next I would check https://YOUR DOMAIN.atlassian.net/secure/admin/IncomingMailServers.jspa

Here you see the "real" incoming mail box and can define a mailhandler that would control the Jira behaviour when managing incoming emails.

Maybe this is where you get the error message?

Also I probably would have fiddled with the address on the specific project just to see if it reacts.

Screenshot 2022-09-29 at 14.33.44.png

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