O365 SHARED mailbox and Jira ServiceDesk

Bruno PELZER May 14, 2022

I try to use our support mailbox with Jira ServiceDesk.

Our current support mailbox is an Office365 shared mailbox and I cannot add it to with Jira ServiceDesk because it is not a user mailbox, so I don't have any credentials for it.

How can I configure Jira ServiceDesk cloud with a shared mailbox to automatically create a ticket as soon as a email is received in this shared mailbox ?

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Fabio Racobaldo _Herzum_
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May 15, 2022

Hi @Bruno PELZER ,

welcome to the Atlassian community!

Please take a look to the following ticket https://jira.atlassian.com/browse/JRACLOUD-30688

It could be useful for your use case.

Hope this helps,


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Henk van Drie February 29, 2024

@Bruno PELZER 

We use a MS 365 shared mailbox with Jira Servicemanagent (Cloud) to import tickets.
Steps to make this work:

1. In MS Tenant go to: Exchange admin center (microsoft.com)
2. open the shared mailbox and look on General tab for User ID
3. Go to Active users - Microsoft 365 beheercentrum (office.com)
4.1 reset the password for the user found in step 2
(this should be a @company.onmicrosft.com account)
4.2 Optional change the @company.onmicrosft.com account to @company.com
5. Disable MFA for this user (or greate a group to disable MFA for these type accounts)
6. Now go to Jira servicemanagement -> Project settings -> Email request
(or in Jira settings -> System)
7. Klik on "Sign in with Microsoft"
Username is same as in step 2 (or 4.2)
Password is same as in step 4.1

When creating a shared mailbox in O365 tenant, a user ID related to this mailbox is also created. This is not commonly known but crucial for connecting a shared mailbox to an application.

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