Unable to configure JSM email with Microsoft 365 shared mailbox (OAuth / buttons not working)

Jerrel_zrkqbw

Hi community,

I’m trying to configure an incoming email channel in Jira Service Management (Cloud) using a Microsoft 365 shared mailbox, but I’m running into issues with the email setup flow.

Situation:

• Jira Service Management Cloud

• Free plan

• Microsoft 365 tenant

• Goal: authenticate via OAuth with my personal Microsoft account, then select/add a shared mailbox as the support email

Problems encountered:

1. In JSM → Space settings → Email, the button “Continue with other” does not respond at all.

2. When using “Continue with Microsoft”, authentication succeeds, but:

   • I am only able to select my own personal mailbox

   • There is no option to choose a shared mailbox

3. We currently added the shared mailbox by overriding a Microsoft 365 policy, but this is not a permanent or desired solution.

4. What I want instead is:

   • Proper OAuth authentication

   • Using my personal account to authorize 

   • Then selecting the shared mailbox normally, without policy overrides

   • Or authorize with the "Continue with other" button

What I’ve checked/tried:

• Verified correct site URL

• Confirmed shared mailbox exists and is active

• Confirmed I have access to the shared mailbox in Microsoft 365

• Issue persists regardless of browser

Question:

• Is it expected behavior that shared mailboxes cannot be selected during OAuth?

• Are there specific Microsoft 365 permissions, roles, or admin consent settings required to make shared mailboxes selectable?

• Or is this a known UI / OAuth issue where buttons fail to respond?

Any guidance, documentation, or confirmation of limitations would be greatly appreciated.

Thanks in advance!

Jerrel

Marc -Devoteam-

Hi @Jerrel 

You can't add mailboxes, shared with your account.

You need to add the mailbox and authorise with the credentials from the account of the mailbox.