Using Shared Mailbox as Mail Handlers

Question

Hi all,

I'm trying to configure Jira in a way that, when the user sends an email, the task would be created automatically.

I created a shared mailbox and delegated to my email.

In Jira>System>Income Mail I added my email (That has license)

Then in Jira>System>Mail Handlers>I added my project and I considered my shared mailbox as Catch Email Address, ad my email as the Reported

When users send email to my email, it works and task is created.

But when users send email to the shared mailbox, the task is not created.

Please give me some advice to solve this issue.

Thank you

Josh · Answer

This is a classic Incoming Mail gotcha. In Jira Cloud / DC mail handlers, the account you configure under Incoming Mail is the mailbox Jira logs into and reads. The Catch Email Address is only a filter on the To/CC headers of messages already fetched by that account.

So if Jira authenticates as your licensed mailbox, it only sees mail that landed in your inbox. Mail sent only to the shared mailbox never appears there (unless it was also forwarded/delegated into your inbox as actual messages Jira’s IMAP/POP can see).

Fix options:

* Configure Incoming Mail to authenticate as the shared mailbox (shared mailbox credentials / app password / OAuth where supported), and set Catch Email Address to that shared address.
* Or keep your personal mailbox as the pull account but set the shared mailbox to forward a copy of every message into your inbox (not only Outlook delegation for reading in the UI).

Delegation in Outlook lets you open the shared inbox in the mail client; it does not by itself make those messages show up in your personal IMAP folder that Jira is polling. Once mail is actually in the polled mailbox, the handler + Catch Address should create the issues.

Otilija · Answer

Hi Tannaz,

Just to add to Arek’s response, are you using Jira Cloud or Data Center?

The forwarding option should help here. I’d just be careful with the suggestion to authenticate directly to the shared mailbox, as Microsoft 365 shared mailboxes aren’t intended for direct signing in. You would need to check if your Jira setup supports accessing it through an authorized account.

Once you set up forwarding, send a test email to the shared email address and check if it arrives in the mailbox connected to Jira. That should help confirm whether anything else needs adjusting in the mail handler.

Arkadiusz Wroblewski · Answer

Hello @Tannaz

Catch Email Address doesn't tell Jira where to fetch mail it only filters messages after they've been pulled from the account configured under Settings > System > Incoming Mail. Because Jira is currently connected to your personal mailbox, emails sent strictly to the shared mailbox are completely ignored.

You can either set up a rule in Exchange or Microsoft 365 to forward emails from the shared mailbox to your personal one, or reconfigure Jira's Incoming Mail Server to authenticate directly to the shared mailbox. Just keep in mind that giving your personal account delegated access to the shared mailbox won't allow Jira's existing connection to read it.

Create Jira Ticket via Email Using Catch Email Address | Jira and Jira Service Management | Atlassian Support

Best,

Arek 🤠