Error while setting up E-Mail-Account: 'Unable to find valid certification path to requested target'

[Christian]

Hello everybody,

others had the same problem. However, no solution has been published. I want to connect an email account from our domain to the Jira Service Desk Cloud to automatically generate tickets from incoming email, but I can't get any further during setup. I always get the following error message even though the IMAPS data of the server is correct: 'Unable to find valid certification path to requested target'.

Like I mentioned before, I could not find a solution anywhere. Do you have any ideas? Thanks in advance.

Kind regards,

Christian

[Petter Gonçalves · Accepted solution]

Hello @Christian

Welcome to the Atlassian Community.

Please, allow me to bring you some concepts and questions so we can confirm we are on the same page here:

The first and most important question is: How are you configuring your incoming e-mail? I ask this question because Jira Software and Jira Service desk uses different e-mail handlers to create and comment on issues.

1 - In Jira Software:
You must click in the  > System > Incoming Mail and clicking Add incoming mail handler, as described in this documentation.

2- In Jira Service Desk:
Go to your Service desk project > Project settings > Email requests and create a new email handler on a per-project basis as described in this documentation.

Since your question is tagged as Jira Service desk, the second option is the one you should be using. Can you confirm it?

About the error you are facing, that is a common error message reported by the Java Virtual Machine. This is caused when the Java environment does not have information about the HTTPS server to verify that it is a valid website, so the message "'Unable to find valid certification path to requested target" will pop-up to you.

I believe the error you are facing is causing by some missing or wrong parameter added during the process to add the incoming email (Hostname, Password, etc), however, we can not see how you did it since this is a sensitive data that you can not post in this community question.

That being said, I would like to ask you to confirm the following details before:

1. Are you following the correct steps to add the email address to Service desk projects?
2. Can you double-check if you are adding the correct parameters during the e-mail configuration?

Let us know if you have any other questions.