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Can't create service desk account using inbox mail as outlook Edited

in the case of my inbox, I can't be connected with the Jira system.(jiRa Service Desk)

And I received message, "mail-server: Authenticate failed."

How can I do it? or Anything else to check?



2 answers

Thanks my issue has been fixed ..


0 votes

Hello Bumjun,

Thank you for reaching out to Atlassian Community!

We often see this error when trying to add an Office365 account as the custom email address and some settings can cause this, so we need some information to better investigate what is the root cause.

  • Is it IMAP protocol enabled for the inbox folder?
  • Is 2FA enabled? If so, please generate an app-password.
  • If the password contains some special character, please change it to a password with only letters and numbers.
  • If it's an exchange version, please make sure to whitelist our IPs and domains.

If none of the above works, please run the below commands on the terminal to test the connection via OpenSSL:

connect to the mail server using openssl:
openssl s_client -crlf -connect -starttls pop3
once you get the OK from the server enter:
once you get OK, enter:


Hello Angélica Luz,

Thank you for your answer.

I tried one of the ways you told me, log-in.

I received the answer "No login methods supported."

-> protocol type is 'IMAP'


what is my missing to somethings?


thank you.

Thank you for the details and tests, Leonard.

Jira requires a connection using SSL method and this error appears if we try to connect to an IMAP server without using SSL.

Please, follow the steps of the documentation and let us know if it works.

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