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Jira Service Desk - problem with setting up email channel

Hi Community,


I have to create an email channel under a new project. I would like to use secure IMAP email account. The email address and the username are different. I put in all the details but it gives me back the comment below:


Unfortunately JIRA couldn't connect to the mail server. Here is what the mail server said: "connect timed out" Check out our troubleshooting docs for help resolving the issue.


I had my engineer who is maintaining our email system to have a look at to the logs and tells me that the Jira tries to access the email account by using the email address as username and not with the username I typed in.

Why is that?

Unfortunately we cant change the username to be the same as the email address.




1 answer

0 votes
Brant Schroeder Community Leader Aug 23, 2019


  What your engineer is telling you does not sound accurate.  If you are using other and putting a username into the username field that is what Jira will use.  Also Jira should be getting a authentication error back from the mail server and not a connection timeout error.  With that being said can you try the following:

1. Use a different account just to make sure something is not caching on the server.  In fact I would use some fake account and see if your engineer sees that authentication attempt.

2. If this does not work and he does not see the attempt then I would look into firewalls that could be blocking you from reaching the server.  I think this is your issue.  You can run a trace route on the server hosting Jira and see if it can reach the email server.  If it can't start checking firewalls.

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