Unable to setup service desk email channel from Office 365

[Adam Niedzwiedz]

I have tried configuring a regular user and a shared mailbox. I can't connect a custom email account to either. I can log in via outlook.office365.com using the same credentials without issue.

I tried with Microsoft as the provider and other using IMAPS.

Unfortunately JIRA couldn't connect to the mail server. Here is what the mail server said: "AUTHENTICATE failed."

This worked fine in the classic projects, but not in the next-gen service desk.

I'll also clarify that 2FA is enabled and I've created an app password. I tried using that, but the error is still the same whether I try and connect via Microsoft or IMAPS

[Angélica Luz]

Hello Adam,

Welcome to Atlassian Community!

Thank you for already testing with other options.

Checking the logs for your site, I didn't find any other error that could help us identify what is causing this issue.

Can you please check if IMAP is enabled for the account?

Also, if you are using Azure, the option "Enable security defaults" must not be enabled for your site. This option usually blocks IMAP and POP connections.

• What are security defaults?

Regards,
Angélica

[Adam Niedzwiedz]

IMAP is enabled and accessible for the same email account using the app password via a desktop email client.

It also worked immediately with 2 other cloud service desk providers.

Sorry, I've given up and closed my account.