On June 25 2024, you must re-authorize incoming mail access to your Microsoft mail server

[#1]

Update on July 22, 2024

We’ve noted some FAQs and compiled them into a separate community post. Please read here for more details.

Update on July 10, 2024

We started rolling out this change on July 8, 2024 and will complete it by July 19, 2024. As communicated earlier, when the change reaches your site, you will receive an email and a banner instructing you to re-authorize your mail server(s).

Additionally, in the process of migrating from the REST API to the Graph API, emails processed by the incoming mail server will be marked as read and will not be deleted from the Microsoft inbox. Please read the support documentation for more.

As always, if you have any questions, please write to Atlassian Support.

Update on July 4, 2024

We’ve paused the rollout of the changes while we address the issues that surfaced earlier. We will now roll out the changes cautiously between July 8 and 19. The instructions remain the same as earlier—when the change reaches your site, you will receive an email and a banner instructing you to re-authorize your mail server(s).

We sincerely apologise for the confusion. If you have any questions, please write to Atlassian Support.

Update on June 26, 2024

These changes will now be rolled between June 27-28.

Original post from June 18, 2024

Hello community,

Issues and comments in Jira can be generated from email messages sent to your cloud application’s configured Microsoft mail server. More about incoming mail on Jira.

We have a very important update regarding it. Microsoft has begun deprecating its REST API, with the service ceasing to function starting June 30, 2024. In anticipation of this change and to ensure a seamless experience for our customers, we have integrated with the Microsoft Graph API. The rollout of this integration will commence on June 25, 2024, and is expected to be completed by June 27, 2024.

Who’s affected?

All customers with a Microsoft mail server configured to create issues and comments in Jira through email. If you encounter any issues with Microsoft OAuth mail servers, the resolution is straightforward: simply re-authenticate from the incoming mail page in Jira.

Please note that this does not affect Jira Service Management.

How do I know when to re-authorize?

To ensure uninterrupted service, Microsoft’s access to incoming mail must be re-authorized between June 25, 2024 and June 28, 2024. Jira admins will know that they’re required to re-authorize again when they:

• see a global banner across Jira and on the incoming mail settings page

• receive an email informing the same

Failure to do so will result in the inability to create issues and comments from emails.

How to re-authorize?

To re-authorize, please follow these steps:

1. Open Jira, navigate to the cog icon and select System > Incoming Mail.

2. Locate the mail server listed with the Microsoft OAuth Authentication Type.

3. Click on Edit, followed by Re-authorize. Remember to use the same username/email associated with the mail server.

Please be aware that this reauthorization is a one-time requirement.

Why this change?

This transition to the Microsoft Graph API is in response to Microsoft’s deprecation of the REST API. It represents our commitment to providing customers with a reliable, up-to-date service that integrates seamlessly with third-party services.

Any questions?

If you have any questions or concerns, add a comment to this community post, or contact support.

Best,
Arbaaz Gowher
Product Manager, Jira

[carlos.fernandez]

Hi

Does this article affect the custom email address configured in Jira Service Management projects?

Regards,

Carlos

[Arbaaz Gowher]

Hello @carlos_fernandez no it doesn't!

[Nena Kruljac]

Hi,

please, check my understanding.

1. We'll get banner in Jira and mail between June 25th and 27th.

1. b. both banner and mail we'll get at the same time.

2. When we see the banner and mail, we have to re-authorize - latest on June 27th .

3. If we don't do it, on June 30th mails will stop creating tickets / adding comments to existing tickets.

4. If I re-authorize it at first in Sandbox, is there any possible negative impact?

Thank you, best regards, Nena

[Sarah McKone]

Hi, 

Does this impact Outlook emails connected through the Jira Service Management project that does not appear in the list of incoming mail servers?

Thanks!

[Olli Suokas]

@Sarah McKone 

This does not apply to JSM project mailboxes, see Arbaaz's comment from June 21st

[Arbaaz Gowher]

Hi @Nena Kruljac everything you've stated is correct—except the date on which the mail server will stop working. Your mail server will stop working at the same time you receive the email and see the banner on your Jira site. June 30 is the date when Microsoft fully deprecates the REST API.

[Dennis Stengele]

So, the API was deprecated four years ago and you are only changing this now, five days before the deadline? And I thought, I was procrastinating...

[Nena Kruljac]

Hi @Arbaaz Gowher ,

1. so we have to be quick - when the banner appears and mail comes, we should re-authorize as soon as possible? This can happen: we get the banner / mail out of our working hours (for example today at 17:00), and re-authorize it tomorrow morning at 08:00.

2. Will incoming mails received after we get banner / mail and before we re-authorize it, create Jira tickets / comments after we re-authorize it? If yes, new tickets / comments would just be late. I don't want us to lose new tickets / comments.

[Arbaaz Gowher]

Hi again @Nena Kruljac that's correct. The existing configuration will become invalid when you receive the email, and the banner shows on your Jira. And this could be outside your working hours. Having said that, although we recommend re-authorizing as soon you get notified, as long as you were to re-authorize within 7 days, any emails sent to create issues/comments will still be created as such.

[Nena Kruljac]

Hi @Arbaaz Gowher

great, this is my understanding: if we re-authorize within 7 days:

1. we won't lose any mails (new tickets + new comments)

2. there won't be any delays with these mails (in the time when the banner shows / we get the mail and we re-authorize)

Thank you for all the clarifications, best regards, Nena

[Nicholas Starinsky]

Who needs to authorize the app? Outlook/Active Directory Admin OR someone else.

Following the same steps I did in May did not work. It's still stating re-auth required and now it mentions "app" authorization. From the email I received in the mailbox/account that I am trying to re-authorize, it's not clear WHO needs to do this and where. (I am not an outlook/AD admin, only JIRA)

Our Microsoft Outlook/AD admin had to authorize JIRA app in his console. However, now JIRA inbound mail module is crashing with a 504 error.

Btw, we received no prior warning to this. Original auth with outlook was done in May 2024 and now it seems we need to do it again!?

[Thiago Costa]

After re-authorizing I'm getting the below error and I can't do anything from this page anymore. @Arbaaz Gowher  Can you advise please?

Exception rendering velocity file com.atlassian.jira.jira-mail-plugin:actions/jira-mail-module/secure/admin/views/incomingMailServers.vm

org.apache.velocity.exception.VelocityException: Invocation of method 'shouldDisplayWarnigWhenMicrosoftMailsExpired' in  class com.atlassian.jira.plugins.mail.webwork.ViewMailServers threw exception com.microsoft.graph.http.GraphServiceException: Error code: MailboxNotEnabledForRESTAPI
Error message: The mailbox is either inactive, soft-deleted, or is hosted on-premise.

GET https://graph.microsoft.com/v1.0/users/XXXX%40XXXXXX.com/mailFolders?%24filter=displayName%20eq%20%27INBOX%27
SdkVersion : graph-java/v2.8.0
Authorization : [PII_REDACTED]
client-request-id : 5eb540eb-2ab0-4352-acac-026203[...]


404 : Not Found

Can you advise please? 

[John Sears]

Greetings, we did not receive a banner notification, nor an email.

Yet today starting at 7am our incomming mail servers stopped processing emails.

I have re-authorized and re-created some mail handlers. Yet nothing has seemed to work. Not sure when we will get our services back online, we have opened a Sev1 ticket 3 hours ago. 

@JIRA should this be a service outage?

[Dawn Lowery]

@Thiago Costa are you by chance using a shared mailbox in O365?

[Andrew Stratton]

We're seeing the same issue as John Sears.  No notification or email, and as of 8am our server stopped processing email.

[Sarah McKone]

The notification banner may have been hidden behind the banner notification regarding Opsgenie, this is what occurred in our instance, seems like poor timing on Atlassian's part.

Our team is also receiving a 504 error after trying to reauthorize and have submitted a support request.

[Thiago Costa]

@Dawn Lowery Yes I was. I converted it to a regular mailbox and it worked. I had to assign a license to it. Now that it worked I converted it back to sharedMailbox and it seems it's working fine

[Mitch Mikkelsen]

Any updates? I have 3 tenants I've been watching for 3 days and as of this morning none have received a completion email or have any banners showing. I have a ticket open but they refer me to this article.

[Bobby Darian]

Yes I need an update on this as well, we received no warning yet are getting the 504 gateway error when we click the banner for the incoming mail settings and no e-mails when tickets are created.

[Manoj Krishnamoorthy]

Hi, Myself being a Admin have reauthorized the Incoming Mail server with my email address but the Actions page is still asking to authorize. Please let me know what the next steps are post authorizing.

[Dawn Lowery]

@Bobby Darian Did you hear anything back from support.  I have a 504 now as well. 

[Bobby Darian]

@Dawn Lowery No, sadly.

[Simon Henzler]

Hi,

does this new method fix the problem that mails get deleted when they transformed into a Jira issue?

Thanks for your answers.

[Randy Padgett]

Having an issue when trying to re-authorize, logging in as the email account with password, but nothing displays on the screen after logging in.  Does anyone know for sure if a license for the Email Handler account is necessary?

[Bobby Darian]

@Arbaaz Gowher Any update? It seems like a lot of users are having this issue.