Error when turning on email on Service Desk

[Manuel Dias]

Hi all,

We want to allow our customers to create issues on Service Desk, by automatically sending emails to a given active Service Desk project.

But when I try to activate email requests on JIRA Service Desk (Service Desk->Project XXX->Settings->Channels->Email settings->Email requests: Turn it on), I get the following error:

Error when turning on email

Failed to establish connection to the Atlassian Cloud mail store

Is this the right procedure? Do I have to make any pre-configuration on ServiceDesk/JIRA to enable this?

Regards,

Manuel Dias

[Deleted user]

Hi - Same issue here, any news on a fix? We don't want to try work around for fear of loosing our service desks.

Regards

Rob

[Oliver Sarfas]

Same issue as well

[Howie Cheney]

Hello,

We're having the same issue with our Service Desk.

I tried the Disable/Enable workaround - luckily our Service Desk came back - however, it did not clear the Email Store Connection Error.

Is this a generic problem with the Cloud Platform?

Is there an ETA for remediation?

Thanks,

Howie

[Kevin Ramm]

Having the same issue, is this a bug?

[Arnold Macauley]

Hi Manuel,

After some further searching I found this link: https://confluence.atlassian.com/display/Cloud/Troubleshooting+issues+with+the+email+channel?focusedCommentId=703400249#comment-703400249

Workaround: Disable and re-enable Service Desk

Steps:

1. go to, Manage add-ons
2. search for, Service Desk
3. select, Disable
4. select, Enable
5. After completed, turn on email for the desired Service Desk.

Thanks

Worked for me - hopefully it will resolve your issue too.

Arnold

[Deleted user]

Note for other users: trying this caused us to lose JIRA Service Desk entirely. Now trying to resolve with Atlassian Support

[Benjamin Dyer]

Sadly I have the same issue here ;(

[Christian Fredriksson [Mogul]]

We had the same problem here as well. Service Desk gone, after disable/enable

[Arnold Macauley]

Hi Manuel, We are having the same issue: I tried to activate email requests by heading too: Service Desk -> [Project] -> Settings -> Channels -> Email settings -> Email Requests -> Clicked turn it on and received an error message: "Failed to establish connection to the Atlassian Cloud mail store" Were you able to get this resolved?