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Added an email created in ionos.co.uk but Jira project is not receiving emails sent

Jonell Dela Cruz

Hi,

I have added an email address I have created in ionos.co.uk to Jira through Channels and service Email menu. I have added the email account and even logged in via Office 365 and allowed Jira access to the email address. But Jira is not retrieving the emails I sent on the other hand I can send and receive the emails using MS Outlook. Any ideas?

Any help will be appreciated

Thanks

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Marc -Devoteam-

Hi @Jonell Dela Cruz

Welcome to the community.

I suspect you are talking about the email settings in the project setting on the JSM project.

Have you followed there steps and also the steps in the link to consent MS .

https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/#Add-an-external-email-address-for-receiving-requests

And have you changed the email request type in the project to use the new account.

Jonell Dela Cruz

Hi Marc,

Thank you for your reply, and yes! I did follow the steps. Do you have any suggestions on how to resolve?

Regards

Marc -Devoteam-

hi @Jonell Dela Cruz

Can you show the config?

Jonell Dela Cruz

Thank you for reply, here you go.

Screenshot 2025-04-03 122650.png

Marc -Devoteam-

Hi @Jonell Dela Cruz

Is this request type only having the fields summary and description?

This is a hard requirement.

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