Problem setting up email channel (Office 365) in JIRA Servicedesk 3.1.10


I am trying to configure an internal service desk using JIRA Service desk our JIRA server. The email used for channel configuration is Office365 one. I have configured the channel with secure imap as shown in the image. Now, my issue is the connection succeeds, but whenever I send the email to that email address, JIRA fails to pick it up and create a Task. Where am I going wrong?


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  • Can you verify the email is reaching the email account?
  • Does the user submitting the issue have Create Issue permissions in the Permission Scheme?

If you send a test email and then look in the atlassian-jira-incoming-mail.log what error messages do you see, if any? 

You can increase the mail logging to debug using the instructions in Diagnosing Mail and Mail Handlers Issues and reproduce the issue which should provide solid error messages we can review.

Once you have the log snippet post the error here and we'll review it.



Hi Branden,

Thank you for the response. My issue got resolved when I restarted JIRA service after the initial configuration.

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