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I try to use our support mailbox with Jira ServiceDesk.
Our current support mailbox is an Office365 sharedmailbox and I cannot add it to with Jira ServiceDesk because it is not a user mailbox, so I don't have any credentials for it.
How can I configure Jira ServiceDesk cloud with a sharedmailbox to automatically create a ticket as soon as a email is received in this shared mailbox ?
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We use a MS 365 shared mailbox with Jira Servicemanagent (Cloud) to import tickets. Steps to make this work:
1. In MS Tenant go to: Exchange admin center (microsoft.com) 2. open the shared mailbox and look on General tab for User ID 3. Go to Active users - Microsoft 365 beheercentrum (office.com) 4.1 reset the password for the user found in step 2 (this should be a @company.onmicrosft.com account) 4.2 Optional change the @company.onmicrosft.com account to @company.com 5. Disable MFA for this user (or greate a group to disable MFA for these type accounts) 6. Now go to Jira servicemanagement -> Project settings -> Email request (or in Jira settings -> System) 7. Klik on "Sign in with Microsoft" Username is same as in step 2 (or 4.2) Password is same as in step 4.1
When creating a shared mailbox in O365 tenant, a user ID related to this mailbox is also created. This is not commonly known but crucial for connecting a shared mailbox to an application.
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