Jira cloud incoming mail from ms365 shared mailbox

[MO]

Hello,

Seems to be a recurring question/issue here...
We try to configure an incoming mail with a ms365 shared mailbox in Jira Cloud but not avail to.

AFAIK the config looks ok (ms oauth for mail server, mail handler, etc.) but Jira doesn't seem able to see any email in the shared mailbox : "Test" button indicate no available mail, not an connection problem (obviously there is emails in the mailbox).

When using a user/licensed ms365 email the Jira incoming mail works fine, but it's just for test as we'd like to try avoiding paying an extra ms365 license for that when it seems avoidable.

What is strange is the fact that an equivalent setup, also using an ms365 shared mailbox, works as email request input in Jira Service Desk. Using the very same shared mailbox in Jira (incoming mail in the global System settings, not in a JSM project) doesn't work.

Already done/tried:

• reseted the password of the shared mailbox in the ms365 admin panel (else we wouldn't have been able to setup the oauth)
• applied procedure from https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

• reviewed the MFA parameters for the accounts
• tested the manual IMAP/POP config to the ms365 server, ending with "We couldn’t authorize your account. Microsoft has permanently turned off Basic Authentication" which lead us to the starting point.
• toggled DMARC check
• forced explictely the IMAP folder name to INBOX and Inbox instead of relying on the default value

Considering the mail connector works in JSM, it looks like a bug of Jira Cloud, but before contacting the Atlassian support or spend money in an extra ms365 license, I'd like to know if somebody managed to get this kind of setup working.

Any info welcome!

[MO · Accepted solution]

Root cause was the specific Exchange mailbox was not configured in en-US, meaning the IMAP directory was not named Inbox.

Fixed by doing in an admin powershell console

# Installing ExchangeOnlineManagement toolbox (to do once)
Install-Module -Name ExchangeOnlineManagement

# Connect the exchange backend
Connect-ExchangeOnline -UserPrincipalName your_admin_account@your_domain.com

# Changing the mailbox config
Set-MailboxRegionalConfiguration -Identity shared_mailbox@your_domain.com -Language en-US -LocalizeDefaultFolderName:$true

# Disconnecting the exchange backend
Disconnect-ExchangeOnline -Confirm:$false

Then in the incoming mail handler, set the folder name to Inbox.

It's worth mentioning that in my case (fr-FR) the original Exchange inbox folder name was containing spaces and accented characters, and trying to use this folder name in the mail handler config didn't worked.