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

0 votes
Brant Schroeder Community Champion 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 Champion 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.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

19,010 views 13 32
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you