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Can't connect email address to JIRA Service Desk Project

I am trying to add an email address to our new JIRA Service Desk project (Service Desk v3.8.1), but the button to configure this is not clickable. Is there a dependency on some other setting?

Screen Shot 2017-09-20 at 4.18.58 PM.png

1 answer

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Brant_Schroeder Community Leader Sep 20, 2017

Doug you have to have the JIRA Administrator role to do this.  Are you a JIRA Administrator?

Hi Brant, thanks for the quick answer. I am an administrator for this Service Desk project, but not for JIRA as a whole. However, our admin tried and the screen to add an email address wouldn't load correctly for him.

Brant_Schroeder Community Leader Sep 20, 2017

The service desk project administrator will not be able to set this up.  If it is not working for the project administrator then the global mail setting are not setup.  You will need incoming and outgoing mail configured for JIRA Core or Software prior to setting up a service desks email account.

Thanks for the help, Brant. It turned out that the root cause was our configuration in Crowd. We had not added our JIRA Admin to the Jira Service Desk user group. After resolving that, we were able to make the update to set up the email address.

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