Using Office 365 email aliases in JSM

Question

Hi,

We are starting to evaluate JSM as a replacement for our current ticketing system.

I'm trying to use our current support email as the address used to ingest incoming requests from customers. This address is a shared mailbox.

To get this done I've navigated to Spaces > My project > Space settings > Email, and then clicked on "Add external email". Once there, a dialog shows the 3 available options: Google, Microsoft and Other.

I've tried with the Microsoft option, but I couldn't find a way to authenticate using OAUTH, given that Office 365 will be discontinuing SMTP with basic auth during next year.

So all in all, I wanted to ask if there is a way to use Office 365 shared mailboxes in JSM?

Thanks,

Tedi

Marc -Devoteam- · Answer

Hi @tediroca

This is not possible, you can only connect this mailbox using the account of the mailbox, not based on your account and the permissions you have on this mailbox.

Charlie Misonne · Answer

Hi @tediroca

To my knowlegde shared mailboxes can not be used but I'm unable to find any official documentation about it.

The community has several questions about it. Some with an attempt to use a workaround. You can use the search to find similar questions.

Here is an answer of somone who was able to make it work: https://community.atlassian.com/forums/Jira-Service-Management/Can-i-use-an-Office-365-shared-mailbox-as-the-mail-account-of/qaa-p/2625393#M162509

tediroca · Answer

Hi Marc,

Thanks for taking the time to reply,

I've followed the steps mentioned in the KB article, but as soon as I enter my e-mail address to log in into Office 365, this gets added as the configured e-mail address. What I'm trying to do, is to use a shared Office365 maillbox that my user has access to, as the address used in JSM to ingest incoming support e-mails.

Thanks,

Tedi