We want to allow our customers to create issues on Service Desk, by automatically sending emails to a given active Service Desk project.
But when I try to activate email requests on JIRA Service Desk (Service Desk->Project XXX->Settings->Channels->Email settings->Email requests: Turn it on), I get the following error:
Error when turning on email
Failed to establish connection to the Atlassian Cloud mail store
Is this the right procedure? Do I have to make any pre-configuration on ServiceDesk/JIRA to enable this?
Hi Manuel, We are having the same issue: I tried to activate email requests by heading too: Service Desk -> [Project] -> Settings -> Channels -> Email settings -> Email Requests -> Clicked turn it on and received an error message: "Failed to establish connection to the Atlassian Cloud mail store" Were you able to get this resolved?
After some further searching I found this link: https://confluence.atlassian.com/display/Cloud/Troubleshooting+issues+with+the+email+channel?focusedCommentId=703400249#comment-703400249
Workaround: Disable and re-enable Service Desk
- go to, Manage add-ons
- search for, Service Desk
- select, Disable
- select, Enable
- After completed, turn on email for the desired Service Desk.
Worked for me - hopefully it will resolve your issue too.
We're having the same issue with our Service Desk.
I tried the Disable/Enable workaround - luckily our Service Desk came back - however, it did not clear the Email Store Connection Error.
Is this a generic problem with the Cloud Platform?
Is there an ETA for remediation?
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