Error when turning on email on Service Desk

Hi all,

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?

Regards,

Manuel Dias

 

6 answers

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?

Hi Manuel,

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

Steps:

  1. go to, Manage add-ons
  2. search for, Service Desk
  3. select, Disable
  4. select, Enable
  5. After completed, turn on email for the desired Service Desk.

Thanks

 

Worked for me - hopefully it will resolve your issue too.

 

Arnold

Note for other users: trying this caused us to lose JIRA Service Desk entirely. Now trying to resolve with Atlassian Support

Sadly I have the same issue here ;(

We had the same problem here as well. Service Desk gone, after disable/enable

Having the same issue, is this a bug?

Hello,

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?

Thanks,

Howie

Same issue as well

Hi - Same issue here, any news on a fix? We don't want to try work around for fear of loosing our service desks.

Regards

Rob

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,975 views 12 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot