"View Issues" in JIRA CLOUD (Outlook) doesn't recognize JIRA tickets in email

Nir Aharoni
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April 19, 2023


I connected my Outlook to JIRA CLOUD, but when selecting View Issues it doesn't recognize tickets in the email.

the message i am getting is:
"We couldn’t find links to Jira issues in this email.

Learn more"

1 answer

1 vote
Maksym Yokha
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 19, 2023

Jira Cloud for Outlook highlights issue key-like strings (e.g. DEV-1, MYPROJ-42) as issue keys, and then makes requests via Jira Cloud API to fetch info about the possibly found issues in the email.

If Jira Cloud for Outlook highlights the issue key in an email but says "Sorry, we couldn't find links...":

  • make sure the issue keys are related to issues created in Jira Cloud project, not Jira Server / Data Center
  • make sure you've authed into a correct Jira instance when Jira Cloud for Outlook suggests connecting the instance.
  • though the project exists, the issue may have been deleted, so you need to make sure the issue exists.

If the problem persists, click "Report an issue" in the Menu of the app.

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