Emails not be added as comments from reporters on certain servicedesk projects

[Mercy Shitemi]

We are having issues where emails from reporters are not being added as comments. The emails are just sitting in the mailbox unread. The projects are setup such 

• issues can be created via email. this part is working
• the email requests address is different from the outbound emails (this is what reporters respond to)
• the projects creates customer accounts for anyone who submits a request via email

This is causing issues with responding to requests. 

Thank you

[Jack]

can you check the email logs and see if it provides any clue? I'm not sure where this is in Server. In Cloud it is under project settings > email requests

[Mercy Shitemi]

I checked the incoming mail logs but I don't see any errors mentioned. I see successful connections to our incoming mail channels but the address that reporters respond to is our outgoing address which is different from the incoming address

I also just realized that this mailbox is a shared mailbox. Would that have any impact?

Thank you,

[Jack]

bingo. just say no to "shared emails". they will not work or rather they will give you problems. there are a number of posts in the Community on this if you care to search/read.

[Mercy Shitemi]

Hello Jack. I converted the account to a user mailbox and tested the connection and i am getting this error

AuthenticationFailedException: 535 5.7.3 Authentication unsuccessful [xxxx.xxxx.prod.outlook.com]

I confirmed that i am able to log into that mailbox with the credentials added to the outgoing mailbox setup in Jira.

If i remove the tls check box then the test connection works perfectly. if i enable it i get the error above. So,

• how can i identify what version of tls jira is using for the smtp connection
• how can i update it?

Thanks

[Mercy Shitemi]

Hello Jack,

Is there a way to pull emails and add them as comments to tickets without using mail handlers? or must i use mail handlers?