Jira Cloud for Outlook add-in

[Ivan]

I have the Jira Cloud for Outlook add-in installed. I am unable to send emails to an existing issue in a shared mailbox. 

It works normally for my personal mailbox but I need to attach from the shared mailbox. 

I am using the new Outlook desktop app with Office 365 on Windows 11. 

Also get this error randomly.

I have tried uninstalling and re-installing. Restarting the machine. Still no Luck.  Does anyone have any suggestions?

[Eugenio Onofre]

Hi @Ivan

Welcome to the Atlassian Community.
The error "FAILED_TO_GET_ID_TOKEN" with error code 9018 when using the Jira Cloud for Outlook add-on, particularly while trying to send emails to an existing issue from a shared mailbox, indicates a problem with authentication or token retrieval. Here's a brief guide on how to address this:

• Check Permissions: Ensure that you have the necessary permissions for the shared mailbox in Outlook. Sometimes, add-ons may have issues accessing shared mailboxes if permissions are not properly set.
• Outlook Add-on Settings: Review the settings of the Jira Cloud for Outlook add-on. Ensure it's configured correctly for use with shared mailboxes.
• Authentication: The error suggests a problem with token retrieval. This could be related to how your Outlook is authenticating with Jira. Re-authenticating or resetting the connection might help.

Please note that shared mailboxes sometimes have different settings or restrictions compared to personal mailboxes, which can affect how add-ons function.

In case everything is correct, please report a ticket at https://support.atlassian.com.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,
Eugenio