Emails not creating requests and issues in Service Desk

[VenuGopal Punna]

Hello Team,

We have setup a email account attached to JIRA , the request received by the account will create the request in JIRA service Desk.

During past few days we observed that the requests are not getting created in this method.

I have tried to go through everything available over previous similar issues but got stuck while verifying OAuth Testing.

Can you please check the screenshots and guide me what and how to validate next.

Thanks,

Venu Punna

[Geethanjali Katagani]

Hi @VenuGopal Punna , 

Sorry for the late response, I can configure microsfot and google type email channel in our project, because i have jira site admin access.

you need site admin access.

Regards,

Geethanjali

[VenuGopal Punna]

Hello Team,

It would be a great help if you could look into the above comment and suggest how to move forward.

Thanks.

Venu Punna

[Joseph Chung Yin]

@VenuGopal Punna 

In addition to what @Geethanjali Katagani suggested, you should also contact Atlassian Support (https://support.atlassian.com) with your support zip field, so they can further troubleshoot on your issues.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[VenuGopal Punna]

Hi Joseph,

Thanks for letting me know , I have tried to raise a request in support , but I am stuck at the below section , the URL seems to accept only cloud based , which starts only with atlassian , but our application is offline based and doesnot accept our application URL .

Do let me know if I can submit a support request in other way.

Thanks,

Venu Punna

[Geethanjali Katagani]

Hi @Venugopal ponnu,

I have seen your attachments,everything is fine.

You need to check customer permissions and email request. I am sharing snaps of them with you.

channel access should be open in customer permissions.

check if the email requests are in disabled or not.

let me know if you encounter any issues or have any questions.

Regards,

Geethanjali.

[VenuGopal Punna]

Hi Geethanjali,

Thankyou for the response , I was able to verify the customer permission settings and they were looking good as suggested, but I found that under Email requests section shows as OAUTH token error , please find the screenshots below , The update option doesnt work and when tried to ReAuthorize it will redirect me to authentication and shows as access denied with following error

Can you please provide me info to which group should I be added to , to reauthorize the IMAP token , kindly let me know your thoughts.

Thanks,

Venu Punna

Jira IMAP

Sorry, but we’re having trouble signing you in.

AADSTS50105: Your administrator has configured the application Jira IMAP ('ed888xxx-20e4-xxx-8ac7-xxx') to block users unless they are specifically granted ('assigned') access to the application. The signed in user 'vpunna@xxxxx.com' is blocked because they are not a direct member of a group with access, nor had access directly assigned by an administrator. Please contact your administrator to assign access to this application.