Can i use an Office 365 shared mailbox as the mail account of Jira Support Desk?

[wimpie.huyser]

Hello,

Would like to know if it is at all possible to configure a shared mailbox from Office 365, as the primary mail account for Jira Support Desk. 

The shared mailbox  do not have sign in password. 

Would appreciate your assistance. 

Regards,

Wimpie

[Jack Brickey · Accepted solution]

I have not attempted this but unsure how this would work and have my doubts that it would. Even if it did I would be wary of it. Why do you wish to use a shared mailbox vs. a dedicated mailbox?

[Jack Brickey]

where are you setting up the email exactly? JSD email request handler is done under - project > project settings > email requests. Assume this is where you are doing this?

[wimpie.huyser]

Yes, project settings > email request. We have converted to a standard email account and it is now setup.

Regards,

[Henk van Drie]

@wimpie.huyser 

We use a MS 365 shared mailbox with Jira Servicemanagent (Cloud) to import tickets.
Steps to make this work:

1. In MS Tenant go to: Exchange admin center (microsoft.com)
2. open the shared mailbox and look on General tab for User ID
3. Go to Active users - Microsoft 365 beheercentrum (office.com)
4.1 reset the password for the user found in step 2
(this should be a @company.onmicrosft.com account)
4.2 Optional change the @company.onmicrosft.com account to @company.com
5. Disable MFA for this user (or greate a group to disable MFA for these type accounts)
6. Now go to Jira servicemanagement -> Project settings -> Email request
(or in Jira settings -> System)
7. Klik on "Sign in with Microsoft"
Username is same as in step 2 (or 4.2)
Password is same as in step 4.1

When creating a shared mailbox in O365 tenant, a user ID related to this mailbox is also created. This is not commonly known but crucial for connecting a shared mailbox to an application.

[Dirk Spannaus]

How do you limit this user in your org setup, as you soften the requirements (removed MFA for lock in)? Or what do you think about this?

[Brent Lightsey]

This comment has helped me twice now. Thank you! I also want to note that I was able to use the same pattern here to connect a Hubspot email channel to a shared mailbox - big help, @Henk van Drie !

[Kelle Foreman]

Hi, I'm wondering the same thing, how to use a shared mailbox from office365.  Has anyone successfully set this up since the original question/responses from 2019/2021?

Kelle

[Jack Brickey]

Not to my knowledge. There are many posts in the community with various attempts. You might use the search bar to peruse all of the posts for possible direction/findings.

[Kelle Foreman]

Thank you for the response!  I've searched and read through some of the work arounds posted.  The shared mailboxes are utilized a lot with our company and additional mailboxes are not given out.  If I were to use my own mailbox, is there a way to filter/search for details in the email and only create new issues based on them?

[wimpie.huyser]

Jack, my appologies for delay in answering. We have been using this shared mail box for support emails and would like to continue using if possible. 

I am using "Other" email type to add custom email, the this: ask

• SharedInbox@email
• Myname@email
• password for myname
• Protocol: SECURE_POP
• Host: outlook.office365.com
• Port: 995

Authentication successful. But no tickets gets created for  new items send to sharedinbox@email.

When I look at the custom added  email account under the Service Desk email request, the log is empty, even after specifying allowed domains and new emails. 

Any ideas?

Regards

[Peter Alipanopoulos]

Hi all,

i'm also having the same issue as wimpie_huyser.

Shared Office 365 mailbox connects succesfully, jira send the mailbox a succesful connection email, but on the reverse, no tickets are created in Jira when emails are sent to this mailbox

Where you able to resolve this?

Cheers

[wimpie.huyser]

Hi Petey_Pete,

I was unable to resolve. 

I created a dedicated mail account instead, which resolved my issues. 

Good luck, hope you get sorted asap.

Wimpie

[Peter Alipanopoulos]

Cheers Wimpie_Huyser, 

Yes, same resolution, created dedicated mail account instead of shared account.

Also noted IMAP protocol is more stable than using POP protocol for this purpose.

Cheers

Pete