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Issues setting up custom email account in Service Desk for Microsoft

We are currently using the default mail handler in Jira.  

I would like to add an O365 account to be used for a new Service Desk project.  

From what I read I can add it directly in the email Request section of the Project and not to the main Email settings.

However when I click on Microsoft it auto logs me in with my account and I can't choose a different account to add, unless I go to other but then my only options are pop and imap and not the OAuth.  

Anyone else have this issue?

2 answers

Hi @Natalie Riddick -

For receiving request for JSM, the email request is the feature to use. the Jira mail handler is for Jira Software.

I believe I ran into similar issue a while back. Tried to duplicate the issue so I can remember the steps but it worked fine. A couple things I would try is make a bogus pop and imap setting... then delete that and add the Microsoft one back in. or something might cache and you might need to go incognito to configure again. 



0 votes

Hello @Natalie Riddick

Welcome to Atlassian Community!

It seems that there were some changes in Microsoft where this issue is happening, but there is a simple workaround for that.

Please, open an incognito tab, login to Atlassian and Microsoft. 

After that, access your Jira site normally, but then, log out from Microsoft.

Go to Project settings > Email requests (Classic) or Project settings > Channels > Email (next-gen) and click on Microsoft.

Since you are logged out from MS, it will show the page for you to select the account. The problem is that it won't show the option to add a new account, so just click on Back and you should be able to add the desired email and password.

Screen Shot 2021-01-08 at 17.40.39.png

Please, give it a try and let us know how it goes.


Hi!  Thank you for getting back to me!  I was able to add the account as a POP account by choosing other.  I will save this when I have to add another email address to try again.  thank you!

Like Angélica Luz likes this

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