Hi there. New to JIRA and starting the process of setup and putting it through its paces. I'll describe a few variables first to help fill in the context:
So here is my biggest challenge I'm running into. When I'm under | Administration | System | Incoming Email | attempting to test JIRA Service Desk to connect to my Exchange/Office365 data: our email account is a Shared Mailbox in Exchange. This can be tricky for those that don't work in Exchange. This isn't a single user account mailbox and multiple people all access it with the same username/password. It is basically an account that can be accessed by multiple people and does not have a password associated with it. It's accessed based on permissions.
To better understand (in case you need reference): https://technet.microsoft.com/en-us/library/jj150498(v=exchg.150).aspx
Sooooooooooooo, I'm wondering if my failing with JIRA to access this Shared Mailbox is because the variables I can manipulate in Incoming Mail are for standard (normal) type mailboxes. Meaning single user, single username/password type setups. I can't even chose to not have a password in these settings.
Sorry about the TL;DR post. Just trying to be thorough. I'm open to any guidance/reading/links to resolve my challenges.
I'm wondering if in order to make this work I will need to convert my Shared Mailbox back to a Single User style Exchange/Office365 account.
For your JIRA inbox, you shouldn't be using a shared mailbox. You should have a mailbox dedicated to JIRA.
This is what we do here (We use the JEMH plugin to handle our incoming emails because we have more specific needs, but that applies to a Service Desk mail handler too)
In your situation, maybe you would like a forward of these email tickets to your shared mailbox, but I rather think it's unnecessary. Better to rely on JIRA's notifications when the tickets are created to avoid duplicates.
Realise this thread is over a year old but just in case anyone else finds themselves here whilst looking for a way to connect to shared mailboxes.
We used to do it the way that Nicholas did, multiple distributions groups to a single standard mailbox and then handlers to process each email address and route the ticket to the appropriate service desk project. We've now switched so we have a single licensed Office 365 account for outbound and individual shared mailboxes per project / service desk which allows us to use the service desk handler as recommended.
Set up is as follows
That should allow you to download mail from your shared mailbox using the service desk handler. It also means that we only pay for one Office 365 account as the shared mailboxes are free so we can set up as may of these as we need without additional subscription costs.
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 ...
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!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot