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Conditional access policy for JIRA Cloud for IP based email sending

Dominique Kleine
Dominique Kleine
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Oct 09, 2023

Dear Team, 

I hope you are doing well. I am currently tasked with the following: Employees can send an email to a support email. When the email is received automatically a ticket should be created in JIRA Cloud. At the moment this is not working. Root cause: The mailbox has a conditional access policy, which limits the access. Part of the conditional access policy is to allow list IP addresses. 

The log reports show the following error message: "Retrying in 10 minutes - Email pulling has failed 5 times consecutively (Reason: Could not retrieve access token for connection [32])". Have you come across this error message? 

I have consulted previously this page, but I am unclear if that is a possible solution: Common issues with external authentication (atlassian.com)

Your support would be highly appreciated. 

Best regards, 
Dom

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