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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 Couldn't connect to host, port:, 993; timeout 50000

JIRA-Bootstrap Updated mail connection id 5 with parameters imaps 993

ERROR [] Caesium-1-2 anonymous Messaging Error when MailPullerWorker pulls emails from 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 details with different server name and username). Attached Image 1






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:


  • 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



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

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