Mail Handlers issue

[Rebecca Sonu]

Dear all, 

We are trying to set up the email handler for our Jira Service Management project but we encounter some issue. 

We have set up our incoming mail server using Microsoft OAuth (outlook.office365.com) and now we are trying to set up the Email handler. The only way according to the settings found in Jira is via IMAP connection to the incoming mail server we just set up. The only issue is that our IT department will not authorize an IMAP or POP connection. Also Microsoft plans since a while to not use them anymore for security reasons. 

How can we then set up our email handler in this case?

Thank you for your advice.

[Rebecca Sonu · Accepted solution]

Hello again, 

So the story goes a long way... We have created a ticket to the Atlassian team regarding our issues and we received the following answer: 

"

We understand your security concerns regarding IMAP and POP. We have moved to OAuth following Microsoft's announcement that basic authentication will be disabled for any accounts created after Oct 13, 2020.

With this in place, whenever you try to connect to Office 365 or Outlook mailbox, you will get the below screen:

During the consent flow, you are told that you “Need admin approval”. This is configured on the Microsoft side and the ‘admin’ referred to on the screen is your MS AD admin; we can't control it from Jira.

You will need to check with organization’s Office365 admins (NOT Jira admins) and then re-attempt the creation of the incoming email channel AFTER admin authorization.

Could you give this a shot and let us know how it goes?" 

We tried this but unfortunately, we couldn't bypass the "need admin approval" message even if our IT dept (with the necessary rights) tried to help us. 

Therefore, the only solution we found was to use OAuth via IMAP : https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html . Because Jira will delete all emails after processing them (even if the Jira Cloud documentation clearly states that only using POP will that happen, it is still happening with IMAP too), we will create a second mailbox.

The idea is to automatically forward all the emails that we receive in our Service Desk's mailbox to this second mailbox. So that we can trace all emails that we are receiving. 

Hope this helps someone in the future. 

Thank you! 

Have a nice day :) 

[Angélica Luz]

Hello Rebeca,

Thank you for reaching out to Atlassian Community!

I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms, let's focus on the ticket instead.

Once the ticket is resolved, feel free to share the resolution here to help other community members that may have the same question.

Kind regards,
Angélica

[Rebecca Sonu]

Hi Angélica, 

Yes, I will follow-up with your support team. After we solve the issue, I will surely share the resolution as it might help other members too. 

Thanks and have a nice day ahea :) 

KR, 

Rebeca

[Rebecca Sonu]

Hi, 

We still did not solve it but due to our lack of time. If we solve it, I'll still come back and share this information with all of you. 

Thanks. 

BR, 

Rebecca