Adding a custom email address JIRA Service Desk

[Gavin Johnson]

Hi,

I'm having issues setting up an email channel using a custom address.

GIVEN: I select 'Email requests' from the project settings navigation bar

AND: I select 'Add a custom email address'

WHEN: I enter the relevant email address and password (this is a G-Suite email address without 2-factor authentication)

AND: I select 'Next'

THEN: I get the attached error

Could anyone point me in the right direction please?

Many thanks!

[Nabil · Accepted solution]

Hi Gavin,

If you are using two factor authentication then you got to use an app password at google side and set it in JIRA. Please also make sure to enable Access for less secure apps - https://support.google.com/accounts/answer/6010255

[Gavin Johnson]

Hey @Nabil, this works!

Thank you so much!!!

[Nabil]

You're welcome, Gavin. Glad to help. 

[Gavin Johnson]

@Nabil - I'm now having a problem with responses on the Jira ticket not being sent to the Customers email address.

I've ensured that I'm selecting the 'Share with customer' button when commenting.

[Nabil]

@Gavin Johnson, Can you see if there is a Request Type set on the ticket? If the ticket was created using the Jira Create button, it will not allow you to automatically set a request type. Instead, use the Raise a request button as oulined in - https://confluence.atlassian.com/servicedeskcloud/raising-requests-on-behalf-of-customers-747602734.html

[Gavin Johnson]

@Nabil - there is a request type assigned to the ticket.

This was created via email.

I'm thinking that the problem is that the email account the ticket was created from is the same as my Jira one.

Could you confirm please?

Thanks