Jira not able to create incidents on emails

[Jason Ferris]

We recently migrated 2 shared accounts from Exchange 2010 to O365. One is the one we have setup for Incoming email configuration which we fiddled with and got working.  The other is a email that people were able to email and it would create tickets into Jira automatically and generate auto responses. 

Since doing this emailing our email address to generate tickets isn't working. I am not sure how this should work and have looked over documentation. We have onsite server and are not using Cloud.  Can anyone help? 

The confusing part is the email address people were emailing to generate tickets is not the email address Jira is set to auth to O365 with. I do not know if there was any rules set to forward emails from that other email to the Jira email address to generate tickets at all. We can manually enter tickets fine and it will email folks but it will not pull in inbound emails. We had it looking at an email box I think in a folder and pulling emails as they came in. So maybe that's something that needs to be redone? Just need some guidance. 

Thanks!

[Jason Ferris]

it seems Under Applications->Jira Service Desk->Email Requests our 3 email addresses there when trying to test all fail with .

Unfortunately JIRA couldn't connect to the mail server. Here is what the mail server said: "AUTHENTICATE failed."

Connectivity log shows...

Channel is disabled

Channel is enabled

Authentication Failed

Basically repeats itself.  I am at a loss as to what needs to be fixed