imap connect timed out - jira service desk for office365

[Monizze IT]

hello,

I try to configure service desk to get email from our office365 (enterprise) inbox.

• IMAP host name :    outlook.office365.com

• IMAP port:    993

• protocol: secure_imap
  

The email box is a normal one, it work perfectly and when I use thunderbird to get email, it works.

The server where the jira service desk is installed, can do a telnet without issue.

But when I try, I got this error

Unfortunately no connection was possible. Review the errors below and rectify:

• SocketTimeoutException: connect timed out

In the log I see

2019-05-16 15:05:18,845 http-nio-8080-exec-45 ERROR jvb 905x1298x1 1vu5jek 10.100.200.227,0:0:0:0:0:0:0:1 /secure/admin/VerifyPopServerConnection!update.jspa [c.a.j.p.mail.weVbwork.erifyMailServer] Unable to connect to the server at outlook.office365.com due to the following exception: java.net.SocketTimeoutException: connect timed out

What can I do?

[Dave Theodore [Coyote Creek Consulting]]

Sounds like the Jira server doesn't have access over the network to outlook.office365.com.  You could test this on the operating system using something like curl, if you're running Linux.

$curl outlook.office365.com:993

If it also times out, you will need to work with your network admin to figure out how to get out to the internet.