Jira Service Management - MS email account for incoming mails and logging service request and MFA

Question

Hi Team,

We're using JSM and have integrated MS email account for creation of service request/tickets as and when emails are received on this account.

Now, we're moving towards implementing MFA (Multi Factor Authentication) on email accounts. When we did that the connections started failing so we had to revert to non MFA and also I had to delete and add email account again.

Kindly suggest how to setup the connector after MFA is enabled so that the Jira<->MS email so that it remains connected and active.

Thanks

Pawan

Pawan Rai_ic6pf8 · Answer

Thanks Walter,

Are you referring to the MS Etra and creation of application identify with some keys so that same can be used by JSM to connect?

If yes, I understand that this is used in applciation development for using MS credentials on custom applications that are avaialble over web as the user who is logging in has to enter their password and possibly use MFA at the time of logging in too.

However, since Jira automatically will it connect automatically without MFA even though MFA is mandatory at account level?

Thanks for your help!

Pawan

Walter Bolick · Answer

Another option is to use OAuth 2.0 for authentication if your Jira version supports it. OAuth tokens handle MFA seamlessly, so the connection stays active without disabling MFA. This usually requires setting up an Azure AD app and granting it permissions to access the mailbox.