Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,245,950
Community Members
 
Community Events
164
Community Groups

JIRA not taking the Emails

This issue is on and off. I followed the below troubleshooting..

Checked the Email Request under Applications>> Service Desk

Test gives me "

No problems found with email settings configuration. Successfully connected to the specified email server.

Logs says ServiceRunner Messaging Error when MailPullerWorker pulls emails from help@abc.com: Couldn't connect to host, port: outlook.office365.com, 993; timeout 50000

JIRA-Bootstrap Updated mail connection id 5 with parameters help@abc.com help@abc.com outlook.office365.com imaps 993

ERROR [] Caesium-1-2 anonymous Messaging Error when MailPullerWorker pulls emails from help@abc.com: A3 BAD User is authenticated but not connected.

 

Here is my configurations details. We have 4 POP / IMAP Mail Servers listed in Incoming Email(it has help@abc.com details with different server name and username). Attached Image 1

 

Email.JPG

 

 

 

3 answers

1 vote
Andy Heinzer Atlassian Team May 31, 2018

That specific error message is known to happen when Jira is using IMAP with a shared mailbox on office 365.  There is a KB on that error in: A3 BAD User is authenticated but not connected error message when using JIRA with Office365

From that KB:

Cause

  • JIRA does not support IMAP integrated with a Shared Mailbox.  This feature suggestion has been closed as there are no current plans to build it:  JRASERVER-30688 - IMAP login to a shared mailbox RESOLVED

Workaround

 

I hope this helps.

@Andy Heinzer Thanks. I checked it and someone in the comments mentioned it is working with IMAP? 

Hi Frank,

Are you talking about Mail Handler or normal Jira Service Desk email configuration? Because that looks like a mail handler to me, which usually does not have anything to with how Jira Service Desk mail is configured, in fact I would not recomend configuring both of them for the same project...

@laralg Thanks for responding. Yes, I see the same email in IMAP/POP Incoming settings page and in service desk for one request type. 

Jira is a bit delicate when working with mails. Make sure your Jira installation can reach the mailbox and try first with a normal email (even your own email would work) before trying shared accounts or mailbox. I usually find it works better with a single email in the same domain as the one configure for sending mails.

@Noel Howell @Nic Brough _Adaptavist_ and other.. Please help me

Suggest an answer

Log in or Sign up to answer
TAGS

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you