How can I successfully connect our custom email id to JIRA service desk? Connection Unsuccessful err

[Project X]

Every time I try that using "Connect a custom email account", I get the error "unfortunately jira couldn't connect to the mail server".

We user Microsoft with no MFA. We are using JIRA cloud hence no access to logs either. 

Please help. 

[Angélica Luz]

Hello Rajeev,

Welcome to Atlassian Community!

Thank you for sharing the screenshot and details.

Just for a better understanding of the issue, I would like to make some questions:

Which port are you using?

Have you tried both IMAP and POP protocol? If so, does it show any other error?

Please, make sure that IMAP/POP is enabled on Outlook side.

There are some cases where special characters on the password cause this issue. Can you change the password and remove any special character?

After that, please, try to connect the custom email again.

Regards,
Angélica

[Project X]

Hi @Angélica Luz  Thank you for responding. I am looking into IMAP / POP protocol. Regarding special character, Our workplace requires special character in the password. So, not sure if we can change that. 

[Project X]

Hello @Angélica Luz , I checked with IT. We are doing IMAP on port 143. and IMAP 143 is enabled. 

[Project X]

Also @Angélica Luz I tried with a new user account. Password has no special character. Yet, I am seeing the same error. PLEASE please help me!

[Project X]

@Angélica Luz thanks for your help! It finally worked. The problem was with special character.  But isn't removing special character from password makes it unsafe?

[Angélica Luz]

Awesome! I'm glad that it's working.

I agree with you regarding the special characters, it's safer if using it on a password. 

Do you mind share with us the special characters you were using in the password? You don't need to share the entire previous password, also, if you share the characters, please, don't use it on the same order that it was on the password.

Then, we can check here if it's some issue with the specific characters.