How to create issues from email using a shared mailbox

Jasper Hovenga September 20, 2024

We have a Exchange online environment where we storage and manage our emailadresses.

We have a shared support mailbox that we want to connect to JSM so the emails automatically convert to a JSM-issue. 

We allready tried the option in this article and got it working: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

However, in this case, one specific user needs to login / connect using MFA all the time (or disable MFA and only use password, but thats agains our policy), so thats not working on the long term.

Is there a cloud configuration, simular to the Data center option described here:  https://confluence.atlassian.com/adminjiraserver/configure-an-outgoing-link-1115659066.html

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Dirk Ronsmans
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 20, 2024

For JSM you should be able to using this documentation 

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

(the one you linked is using the email handler)

Either way, using OAuth2 the user only needs to connect once and authorize the permissions. After that the OAuth2 link should take over.

I would still suggest using a generic/service account otherwise if the authorizing user goes away or changes their password the authorization has to be redone too.

Jasper Hovenga September 27, 2024

Hi Dirk,

 

Thanks for the reaction. So, if i got it right, we can proceed to install the emailadress using 2FA and we only need to do this once?

We are aware of the consequence if the user leaves the organisation. However, we are not allowed to use generic accounts.

Like Bernd Zohner likes this
Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 27, 2024

That would indeed be the case, the user who has access to the mailbox will need to run the MFA when performing the OAuth2 setup.

Once done the flow will rely on the refresh token and you should be good until the password is changed or the user is disabled.

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